Technical Account Manager, Glia
+ Stock options
AI-based customer service platform
Be an early applicant
AI-based customer service platform
201-500 employees
Be an early applicant
+ 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 another similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP is an advantage
- 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
- Our team is distributed across the U.S. and Canada. As part of our small but mighty team, you'll be instrumental in establishing the foundation for our rapidly expanding organization. This is an exceptional opportunity to make a significant impact in a high-growth environment where your contributions will help shape our team's future and have lasting influence on our organization's success. The Technical Account Manager role maintains a focused portfolio of 4-7 strategic accounts, enabling deep technical partnerships and comprehensive customer engagement
- Customer Success & Relationship Management:
- Drive platform adoption and growth through Account Team collaboration
- Build strategic relationships with customer IT teams and internal stakeholders
- Gather feedback and contribute to product improvement initiatives
- Technical Support & Problem Solving:
- Lead complex troubleshooting and provide proactive technical guidance
- Monitor and maintain system integrations and security configurations
- Implement risk monitoring systems and resolve technical issues
- System Optimization & Analytics:
- Design and implement efficient configuration and routing strategies
- Analyze performance metrics to improve productivity and efficiency
- Identify and enable technical expansion within the customer's roadmap
- Technologies You'll Work With:
- Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
- SIP and Media Streaming Technologies
- Mobile Technologies (e.g., Swift, Java, Kotlin)
- Jira, QuickSight, Salesforce
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
20% employee growth in 12 months
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 HQ
Flatiron District, New York, NY
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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