Senior Technical Account Manager

Summary

Join Glia as a Sr. Manager of Technical Account Management and lead a team of Technical Account Managers to ensure client success and satisfaction. You will develop and implement strategies to drive platform utilization, technical optimization, and client retention. This role requires collaboration with cross-functional teams and senior leadership. Responsibilities include team leadership and development, sales and expansion, driving departmental profitability, process optimization, technical expertise, risk management, client relationship management, and product improvement. The ideal candidate possesses extensive experience in technical consulting or a related field, proven success in managing enterprise accounts, and strong leadership and communication skills. Glia offers a competitive salary, stock options, professional development opportunities, and a supportive work environment.

Requirements

• 10+ years of experience in technical consulting, technical account management, solutions architecture or related role, with at least 2 years in a leadership role
• Proven track record of managing and growing enterprise accounts
• Experience in driving sales, expansion, and profitability in a technical account context
• Expertise in Contact Center as a Service (CCaaS) solutions and SIP
• Strong understanding of software development concepts and web technologies
• Excellent leadership, communication, and interpersonal skills
• Ability to articulate complex technical concepts to both technical and non-technical audiences
• Bachelor's degree in a relevant field; Master's degree preferred

Responsibilities

• Manage, mentor, and develop a team of Technical Account Managers
• Set performance goals and conduct regular evaluations for team members
• Foster a culture of continuous learning and improvement within the team
• Ensure Glia hits Success package revenue targets by developing and implementing effective strategies
• Partner with CSMs on best practices to expand into success packages
• Collaborate with AEs on pitching success packages and meeting with customers
• Drive upsell and cross-sell opportunities to maximize revenue from existing accounts
• Continue to own and manage a few key accounts personally
• Drive towards Customer Operations department profitability in 2026 by making efficiencies on processes and accounts
• Ensure margins are hit on our existing accounts
• Analyze team and client performance metrics to identify areas for improvement
• Establish and ensure compliance interdepartmental handoff processes
• Develop and implement strategies to improve team efficiency and effectiveness
• Partner with CE and CS leaders to develop talent sourcing pipeline enablement to train talented, IEs, CEs, and CSMs into TAM
• Provide expert-level technical guidance to the team and clients
• Lead efforts in troubleshooting complex problems and implementing innovative solutions
• Handle all escalations for the TAM team
• Develop and implement strategies to mitigate risks related to downtime, performance degradation, or security
• Ensure compliance with industry standards and regulations
• Review and approve access controls, user permissions, and security configurations
• Build and maintain strong relationships with senior stakeholders at key accounts
• Represent Glia at high-level client meetings and industry events
• Act as an escalation point for critical client issues
• Contribute to the continuous improvement of Glia's products and processes
• Identify enhancement opportunities based on client feedback and market trends
• Collaborate with Product and Engineering teams to influence product roadmap

Preferred Qualifications

Master's degree

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 :)