Offer summary

Qualifications:

10+ years of experience in professional services with large scale engagements, Bachelor's degree in Business, IT, or related field, Strong team leadership and executive-level communication skills, Experience in business transformation and change management in enterprise settings..

Key responsabilities:

Oversee professional service engagements with strategic customers

Advise customers throughout the sales process and implementation

Communicate customer priorities to project teams and ensure accountability

Accountable for successful end-to-end implementation and product adoption.

Job description

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

The Role:

We're growing rapidly, and seeking a senior leader to oversee professional service engagements with our largest and most strategic customers looking to transform their customer experience using the Glia platform. If you want to be a leader in the revolution taking place in customer service, then this is the role for you!

Overview:

As an Engagement Lead or Principal at Glia, you will build relationships with Glia’s largest prospective customers. You will advise these customers throughout the sales process as they explore how Glia can help with their transformation. Your expertise and advice will be key in building customer confidence that Glia will be their best partner. During implementation you will orchestrate the efforts of a project team composed of a diverse set of technical and project management-focused roles. You will keep the project team focused on delivering the strategic business results that the customer expects to gain through Glia.

What you’ll do:

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

What you’ll bring:

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
Preferred: Advanced degree (e.g. MBA) in related field
Preferred: Experience with financial services, insurance, and any other high trust industries

Bonus Points

Experience working in or with Contact Centers
Experience within the Financial Services, Insurance, or Healthcare Industries

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com

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