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Unified Interaction Management

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Professional Services Leader

United States (remote)
Customer Solutions
Position already filled
Apply Now

Professional Services Leader

United States (remote)
Customer Solutions
Position already filled
Apply Now

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.

Glia is looking for a leader for our Global Professional Services organization to provide strategic vision and lead service delivery for Glia. This individual will manage the professional services organization globally which consists of owning the end-to-end professional services lifecycle (i.e., pre-sales, pricing & positioning, and technical delivery). 

The Professional Services Leader will have the experience to effectively lead a growing team – recruiting, managing, directing, and inspiring a team with a diverse set of skills and backgrounds. We seek someone experienced in delivering services measurably, with a constant drive to enhance time-to-value, customer satisfaction, productivity, and operational efficiency through scalable processes and improved methodologies.

What You'll Do

  • Customer-facing oversight of scoping and delivering technical solutions
  • Design a professional services model that will scale as Glia continues its hyper-growth and expansion into new solution categories and/or industries
  • Own the design, pricing, packaging and solution definition of new service offerings
  • Develop, refine, and optimize our services methodologies and processes to ensure efficient and effective operations on a global scale.
  • Manage the global P&L for professional services
  • Collaborate closely with Sales on key deals to instill confidence in Glia's ability to deliver projects punctually, within budget, and meeting scope requirements.
  • Refine Glia’s approach to demand forecasting and capacity planning to ensure appropriate staffing levels to meet the demands of a growing business
  • Design and administer a leading Customer Experience (CX) program to build and inner loop and outer loop process for driving change for Glia customers
  • Establish a close relationship with the Product organization to ensure (1) Professional Services readiness to deliver new and emerging technologies; and (2) customer feedback is being provided to Product leadership
  • Stay on the cutting edge to AI and automation best practices to ensure Glia’s AI /Automation Advisory services can enable customers to responsibly rely on AI
  • Cultivate a culture that reflects Glia’s core values.
  • Manage the creation of individual contributor role matrices detailing experience and skill expectations for progression through the levels
  • Ensure consistent development of all employees within the organization with a particular focus on working with managers
  • Partner with cross-functional teams to ensure (1) solution adoption; (2) value realization; and (3) customer renewal and expansion

Requirements

  • 10+ years leading a team of technical resources in dynamic  customer facing environment
  • 5+ years experience as a project manager or in a technical role delivering solutions to enterprise customers
  • Proven track record of growing teams and establishing processes at high-growth B2B SaaS companies.
  • Significant experience partnering with an ecosystem of service partners to ensure customer success
  • Demonstrated ability to drive operational excellence within a services business, including project reporting, customer satisfaction, risk management, and customer handovers.
  • Comfortable engaging with C-suite executives (CIO, CTO) on complex customer projects and leading decision-making processes.
  • Excellent written and verbal communication skills
  • Experience with financial services and/or contact center solutions is a plus
  • MBA / Consulting experience is a plus


Benefits

  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • 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 

*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.

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, 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

*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
GPTW
94% of employees at Glia say it is a great place to work compared to 54% of employees at a typical U.S.-based company.

100%

98%

97%

96%

96%

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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