Senior Technical Account Manager, Glia

• 10+ years of experience in technical consulting, technical account management, solutions architecture or related role, with at least 2 years in a leadership role
• Proven track record of managing and growing enterprise accounts
• Experience in driving sales, expansion, and profitability in a technical account context
• Expertise in Contact Center as a Service (CCaaS) solutions and SIP
• Strong understanding of software development concepts and web technologies
• Excellent leadership, communication, and interpersonal skills
• Ability to articulate complex technical concepts to both technical and non-technical audiences
• Bachelor's degree in a relevant field; Master's degree preferred

• As a Sr. Manager of Technical Account Management at Glia, you will lead a team of Technical Account Managers (TAMs) to ensure the success and satisfaction of our enterprise clients
• You will be responsible for developing and implementing strategies to drive platform utilization, technical optimization, and client retention
• This role involves collaborating with cross-functional teams and senior leadership to align priorities, achieve customer goals, and drive profitability and growth
• Team Leadership and Development
• Manage, mentor, and develop a team of Technical Account Managers
• Set performance goals and conduct regular evaluations for team members
• Foster a culture of continuous learning and improvement within the team
• Sales and Expansion
• Ensure Glia hits Success package revenue targets by developing and implementing effective strategies
• Partner with CSMs on best practices to expand into success packages
• Collaborate with AEs on pitching success packages and meeting with customers
• Drive upsell and cross-sell opportunities to maximize revenue from existing accounts
• Continue to own and manage a few key accounts personally
• Departmental Profitability and Efficiency
• Drive towards Customer Operations department profitability in 2026 by making efficiencies on processes and accounts
• Ensure margins are hit on our existing accounts
• Analyze team and client performance metrics to identify areas for improvement
• Process Optimization & Cross-Team Enablement
• Establish and ensure compliance interdepartmental handoff processes
• Develop and implement strategies to improve team efficiency and effectiveness
• Partner with CE and CS leaders to develop talent sourcing pipeline enablement to train talented, IEs, CEs, and CSMs into TAM
• Technical Expertise and Problem-Solving
• Provide expert-level technical guidance to the team and clients
• Lead efforts in troubleshooting complex problems and implementing innovative solutions
• Handle all escalations for the TAM team
• Risk Management and Security
• Develop and implement strategies to mitigate risks related to downtime, performance degradation, or security
• Ensure compliance with industry standards and regulations
• Review and approve access controls, user permissions, and security configurations
• Client Relationship Management
• Build and maintain strong relationships with senior stakeholders at key accounts
• Represent Glia at high-level client meetings and industry events
• Act as an escalation point for critical client issues
• Product and Process Improvement
• Contribute to the continuous improvement of Glia's products and processes
• Identify enhancement opportunities based on client feedback and market trends
• Collaborate with Product and Engineering teams to influence product roadmap

• The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents
• Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer
• For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com

• Gym & wellness support
• High-Growth Environment
• Lots of Office Snacks
• Great Healthcare and Vision
• Amazing Community

Total funding: $152m

Relationships between credit unions and their members are essential in aiding the process of securing new customers, solving transaction disputes, and maintaining accounts. However, legacy computer systems and outdated communication channels, such as automated phone services, are preventing this.