Technical Account Manager

Glia

1d • Remote

About The Position

Glia is the leading AI customer service solution for banks and credit unions, unifying AI and human agents across every voice and digital conversation through its proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations. Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. Glia is also certified as a Great Place to Work, with 98% employee satisfaction. 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, driving 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.

Requirements

• 2+ years of experience in technical consulting, technical account management, solutions architecture, or another similar client-facing technical role
• 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

Nice To Haves

• Experience in Contact Center as a Service (CCaaS) solutions and SIP

Responsibilities

• 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
• Lead complex troubleshooting and provide proactive technical guidance
• Monitor and maintain system integrations and security configurations
• Implement risk monitoring systems and resolve technical issues
• 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

Benefits

• Competitive salary and stock options
• 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 :)
• Diversity: 25 countries represented

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees