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 work closely with both internal and external stakeholders, offering proactive technical guidance and resolving complex issues. Responsibilities include implementing new strategies, analyzing performance data, and ensuring system integrity. This role requires strong technical skills, excellent communication, and the ability to explain complex concepts to non-technical audiences. Glia offers a competitive salary, stock options, and professional development opportunities.

Requirements

• 4+ years of experience in technical consulting, technical account management or other 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

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

Preferred Qualifications

Expertise in Contact Center as a Service (CCaaS) solutions and SIP is an advantage

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 :)