Launch Manager

New York or USA (Remote)
Customer Solutions
Apply Now

Launch Manager

New York or USA (Remote)
Customer Solutions
Apply Now
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About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

We're growing rapidly, and seeking a passionate professional to join our Solutions organization as a Launch Manager. Our Solutions team is a world-class collection of individuals that are focused on driving value for our clients. As a key member of our Professional Services team, you'll be responsible for managing and delivering Glia’s software implementations with multiple customers.

The Role

As an Implementation Manager, you’ll become a leading expert in all Glia products and be the face of Glia to our Clients as they onboard. Each Client has unique needs and you will need to act as a trusted advisor, providing technical and operational guidance to help them effectively leverage our products and drive maximum impact for their business, while keeping the project on track and driving time to value.

What you'll do

  • Oversee a portfolio of projects for clients across the complete life-cycle, including Sales hand-off, go-live as well as transition to success management teams
  • Create and manage project artifacts (e.g., milestones, communication, test plans, risk mitigation plans, and other project management and planning documents) according to requirements and needs of each client
  • Manage and track both business and technical deliverables, across Client and internal teams
  • Ensure successful project wrap-up and transition to ongoing support, in relation to the Client's experience, internal communications and documentation
  • Keep key stakeholders informed of statuses and changes, and escalate issues or misalignments throughout the business as necessary
  • Confidently train and educate Clients' Administrator teams on configuration and assist in customers’ Glia user training and roll-out planning 
  • Define and recommend processes and procedures to facilitate better service delivery to Clients

Requirements

  • 5+ years experience managing implementations for SaaS or Enterprise clients
  • Proven ability to coordinate multiple Client-facing projects simultaneously
  • Experience collaborating across multiple teams including Sales, Product, Customer Success, and Development ensuring completion of deliverables
  • A team player attitude with strong presentation skills, self-confidence, and enthusiasm
  • Curious by nature, enthusiastic problem solver, capable of striving to solve things in an efficient but also scalable way
  • Bonus: 
    - Experience working in or with Contact Centers
    - Experience training end-users on systems
    - Domain of Service Desk / Ticketing Systems (e.g., JIRA, ServiceNow)
    - Experience within the Financial Services, Insurance or Healthcare Industries


Benefits

  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • Transparent career development system
  • Different options for your working preferences (office, remote, flexible)
  • Access to all the latest tools and equipment you’ll need 
  • Sports compensation, reimbursement for therapy, counseling sessions
  • Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
  • Generous referral bonuses 
  • Relocation & Visa support

*Glia is an equal opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

 

*Want to know more about working at Glia?  Check our Glia's Career FAQs

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Company Culture at Glia

The employee experience below at Glia, compared to a typical U.S. based company.
Great Place to Work
97% of employees at Glia say it is a great place to work compared to 59% of employees at a typical U.S.-based company.

98%

98%

98%

98%

97%

Glia-team-picture

What is Glia’s Mission?

To help businesses reinvent how they support customers in a digital world.

Customers should be able to engage with a brand from where they’re most comfortable and move seamlessly to other modes of communication as needed. Brands should be able to see the customer’s screen to instantly understand the customers’ point of view, and be their co-pilot to a satisfying experience.

Glia’s Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone.

Learn All About Glia

Find out why we are one of the best places to work
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We're Pre-IPO, well funded, and growing rapidly. We'd love to meet!

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