Offer summary

Qualifications:

Bachelor’s degree in a relevant field., Over 5 years of experience in technical consulting or client-facing technical roles., Expertise in Contact Center as a Service (CCaaS) solutions and SIP is advantageous., Strong understanding of software and front-end development concepts..

Key responsibilities:

Collaborate with Customer Success Managers and Solutions Architects to ensure client satisfaction.

Lead complex troubleshooting and provide technical guidance to clients.

Drive platform adoption, analyze performance metrics, and optimize system configurations.

Build strategic relationships with customer IT teams and internal stakeholders.

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 work

As a Technical Account Manager at Glia, you will play a key role in ensuring the success and satisfaction of our clients by collaborating with Customer Success Managers and Solutions Architects. This role involves working closely with both external and internal stakeholders as the primary technical resource for your clients, you will drive platform utilization and technical optimization.

The team’s setup
Our team is distributed across the U.S. and Canada. As part of our small but mighty team, you'll be instrumental in establishing the foundation for our rapidly expanding organization. This is an exceptional opportunity to make a significant impact in a high-growth environment where your contributions will help shape our team's future and have lasting influence on our organization's success. The Technical Account Manager role maintains a focused portfolio of 4-7 strategic accounts, enabling deep technical partnerships and comprehensive customer engagement.

Responsibilities

Customer Success & Relationship Management

Drive platform adoption and growth through Account Team collaboration
Build strategic relationships with customer IT teams and internal stakeholders
Gather feedback and contribute to product improvement initiatives

Technical Support & Problem Solving

Lead complex troubleshooting and provide proactive technical guidance
Monitor and maintain system integrations and security configurations
Implement risk monitoring systems and resolve technical issues

System Optimization & Analytics

Design and implement efficient configuration and routing strategies
Analyze performance metrics to improve productivity and efficiency
Identify and enable technical expansion within the customer's roadmap

Technologies You'll Work With

Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
SIP and Media Streaming Technologies
Mobile Technologies (e.g., Swift, Java, Kotlin)
Jira, QuickSight, Salesforce

Requirements

5+ years of experience in technical consulting, technical account management, solutions architecture, or another similar client-facing technical role
Expertise in Contact Center as a Service (CCaaS) solutions and SIP is an advantage
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

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 :)
Diversity: 25 countries represented

*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 uses @glia.com and @gliatalent.com, mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and 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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