Technical Account Manager, Glia
+ Stock options
AI-based customer service platform
Open for applications
AI-based customer service platform
201-500 employees
Open for applications
+ Stock options
201-500 employees
Company mission
To help businesses reinvent how they support customers in a digital world.
Role
Who you are
- 5+ years of experience in technical consulting, technical account management, solutions architecture, or other similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP
- Strong understanding of software and front-end development concepts
- Proven problem-solving skills with the ability to prioritize tasks effectively
- Excellent communication skills, both verbal and written
- Ability to articulate technical concepts to non-technical executive audiences
- Bachelor’s degree in a relevant field
What the job involves
- As a Technical Account Manager at Glia, you will play a key role in ensuring the success and satisfaction of our clients by collaborating with Customer Success Managers and Solutions Architects
- This role involves working closely with both external and internal stakeholders as the primary technical resource for your clients, you will drive platform utilization and technical optimization
- Partner with the Account Team to meet renewal and growth objectives by promoting the adoption and expansion of key platform features
- Collaborate with Customer Success Managers (CSMs) and Solutions Architects (SAs) to align priorities and achieve customer goals
- Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems
- Recommends and implements new routing strategies, business rules, and systems configurations
- Analyzes volumes and abandonment to identify areas for improvement in agent productivity and efficiency
- Review the configuration and accuracy of reporting dashboards and metrics
- Implements monitoring and alerts to detect risks related to downtime, performance degradation, or security
- Develop a thorough understanding of customers' technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions
- Monitor integrity and reliability of integrations with external systems (e.g., CRM, IVR, WFM)
- Review access controls, user permissions, and security configurations
- Assist customers with other technical issues
- Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback
Application process
- Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer
Our take
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.
Glia provides an integrated customer support platform for financial services that provides communication channels in the form of video banking, instant messaging, and voice chat. AI-assisted virtual assistants are also provided as part of the plan, providing prompts and suggestions to support staff based on the on-screen scenario.
The startup has reached unicorn status in 2022 with a valuation of $1 billion, and more than 250 banks, credit unions, insurance companies, and other financial services businesses currently use its tools. Its funding is being channelled into research and development to build more tools leveraging artificial intelligence - including an AI platform for financial institutions - and analytics solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2022
$45m
SERIES D
Jan 2021
$78m
SERIES C
Total funding: $152m
Company benefits
- Gym & wellness support
- High-Growth Environment
- Lots of Office Snacks
- Great Healthcare and Vision
- Amazing Community
Company values
- Collaborate - Stronger Together; Each one, Teach one
- Challenge - Great ideas eat hierarchy for breakfast
- Master - Find the “WHY”; Create the “WOW”
- Persevere - Complexity presents opportunity; Everyone has stake
Company HQ
Flatiron District, New York, NY
Articles
Leadership
Justin DiPietro
(CSO)Previously a strategy consultant at Accenture for 2 years.
Daniel Michaeli
(CEO)Previously a Consultant at Accenture. Currently hosts CX Show, a talk radio show about customer experience.
Carlos Paniagua
(CTO)Worked in various software development roles before spending 2 years as a cloud computing researcher at Tartu University in Estonia whilst completing an MSc.
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