Engagement Lead

Summary

Join Glia as an Engagement Lead or Principal and build relationships with our largest customers, advising them on how Glia can transform their customer experience. You will lead project teams through implementation, ensuring projects are on time and within budget while achieving customer ROI. This senior leadership role requires strong communication, team leadership, and experience in business transformation and change management within enterprise settings. You will be accountable for successful implementations and subsequent renewals. The ideal candidate possesses 10+ years of experience in professional services, leading large-scale engagements, and cultivating executive relationships. This role involves travel.

Requirements

• 10+ years of experience in professional services with several years leading large scale engagements
• Experience cultivating and maintaining executive relationships
• Strong team leadership skills drawing mostly from referent and expert power
• Executive-level visual and oral communication skills with ability to adapt communication style from executives to project and technical teams
• Experience conducting business transformation, change management, and program management in enterprise settings
• Ability to travel 4-12 times per year
• Bachelor's degree in Business, IT, or related field

Responsibilities

• Pitch Glia implementation approach to select customers during sales motion and be viewed as a subject matter expert
• Provide strategic insights and advice to customer executives throughout implementation and tightly coordinate handoffs with Account Executives and Customer Success Managers
• Understand customer business objectives and how their implementation requirements support those business objectives
• Communicates customer priorities to all Glia roles throughout implementation and holds team accountable to meeting priorities—roles may include, but are not limited to, launch manager, solution architect, conversation consultant, implementation engineer, account executive, and customer success manager
• Influence and advise customer on change management and transformation initiatives tangential to the technical implementation of Glia
• Provide expert advice to customers on Glia products and industry best practices
• Accountable for successful E2E implementation of strategic customer projects—specifically the project should be on budget, on time and achieve customer ROI
• Accountable for product adoption and subsequent renewal and expansion following the customer’s launch
• Stay informed on industry trends and their impact on customers

Preferred Qualifications

• Advanced degree (e.g. MBA) in related field
• Experience with financial services, insurance, and any other high trust industries
• Experience working in or with Contact Centers
• Experience within the Financial Services, Insurance, or Healthcare Industries