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Unified Interaction Management

Harness the power of customer interactions to drive efficiency, growth, and loyalty
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Senior, Technical Account Manager

USA (Remote)
Customer Solutions
Position already filled
Apply Now

Senior, Technical Account Manager

USA (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.

As a  Senior Technical Account manager for Glia's Platform, you will collaborate with a team of Customer Success Managers & Solutions Architects dedicated to providing premier service to our largest customers. You will work collaboratively with external and internal stakeholders to ensure the success of our clients and drive business outcomes. In this role, you will have broader ownership of the team's performance and customer satisfaction, while also managing relationships with key stakeholders.

 

Responsibilities:

  • Collaborate with the Account Team to achieve renewal and growth goals by driving the adoption and expansion of key platform features.
  • Strategically partner with Customer Success Managers (CSMs) and Solution Architects (SAs) to ensure alignment on priorities and successful attainment of customer goals.
  • Provide proactive guidance to anticipate and address potential technical problems. Lead in complex technical issue resolution for our 
  • Develop a deep understanding of our customers' technical environments and foster strong relationships with their IT organizations to expand the reach of Glia's solutions.
  • Proactively identify risks within the account and opportunities to improve or expand. 
  • Assist customers in resolving technical issues, including handling outages, root cause analysis, and troubleshooting complex problems.
  • Drive continuous improvement of Glia's product and processes by identifying opportunities for enhancement and surfacing customer feedback.
  • Mentor across the team to deliver exceptional service to our clients.

 

 

Tech you’ll be working with:

  • Jira, QuickSight, Salesforce.
  • Web Technologies including REST APIs, WebRTC, Web Sockets
  • Mobile technologies including Swift, Java, Kotlin
  • Telephony and media streaming technologies

Requirements:

  • 5+ years of experience in technical consulting roles or technical account management.
  • Bachelor's degree in a relevant field 
  • Proficiency in software and front-end development concepts.
  • Strong leadership skills with the ability to inspire and motivate a team.
  • Demonstrated ability to articulate technical concepts to non-technical audiences.
  • Excellent problem-solving skills and the ability to prioritize tasks effectively.
  • Strong communication skills, both verbal and written.
  • Remote (USA)


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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We're Pre-IPO, well funded, and growing rapidly. We'd love to meet!

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