Remote Technical Account Manager

Summary

Join us as a Technical Account Manager at Glia, where you will play a key role in ensuring the success and satisfaction of our clients by collaborating with Customer Success Managers and Solutions Architects.

Responsibilities

• Partner with the Account Team to meet renewal and growth objectives by promoting the adoption and expansion of key platform features
• Collaborate with Customer Success Managers (CSMs) and Solutions Architects (SAs) to align priorities and achieve customer goals
• Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems
• Recommends and implements new routing strategies, business rules, and systems configurations
• Analyzes volumes and abandonment to identify areas for improvement in agent productivity and efficiency
• Review the configuration and accuracy of reporting dashboards and metrics
• Implements monitoring and alerts to detect risks related to downtime, performance degradation, or security
• Develop a thorough understanding of customers' technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions
• Monitor integrity and reliability of integrations with external systems (e.g., CRM, IVR, WFM)
• Review access controls, user permissions, and security configurations
• Assist customers with other technical issues
• Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback