Technical Account Manager

Summary

Join Glia as a Technical Account Manager and play a key role in ensuring client success and satisfaction. Collaborate with Customer Success Managers and Solutions Architects to drive platform utilization and technical optimization. You will partner with the account team to meet renewal and growth objectives, offer proactive technical guidance, and implement new strategies. Analyze data to improve agent productivity and build strong relationships with client IT teams. Contribute to product improvement by gathering customer feedback. This role requires strong technical skills, excellent communication, and experience in technical consulting or a similar client-facing role.

Requirements

• 4+ years of experience in technical consulting, technical account management, solutions architecture, or other similar client-facing technical role
• Expertise in Contact Center as a Service (CCaaS) solutions
• 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

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
• Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback

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 :)