Manager, Strategic Client Solutions
ModernFi$130,000 - $180,000/year
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial Services, FinTechIndustries
Requirements
- 4+ years of professional experience working within a Bank or Credit Union, ideally in a role focused on Operations, Digital Channels, Member Experience, or Product/Project Management
- Deep, firsthand knowledge of financial institution operational and regulatory challenges, particularly within member service and support functions (e.g., Contact Center, Branch Operations, Lending Administration)
- Demonstrated experience in project management or overseeing the implementation and optimization of technology solutions within a financial institution, ideally acting as a technology owner or vendor manager for crucial technology
- Proven ability to collaborate cross-functionally with various internal business units (Lending, Branch Operations, IT, Compliance) to drive large-scale projects
- Familiarity with digital banking platforms or contact center software (AI, chatbots, omnichannel solutions) is highly desirable
- Track record of problem-solving and finding practical solutions for business challenges within your organization
- Bachelor’s degree required
- MBA preferred
- Must be willing to travel 30% of the time
Responsibilities
- Act as a trusted advisor to client leadership, guiding them on how to best drive value with our platform, leveraging your firsthand knowledge of Financial Institutions business processes and challenges
- Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs
- Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams
- Oversee the successful adoption, governance, and ongoing optimization of the Glia platform
- Develop and lead Executive Business Reviews that clearly demonstrate ROI and measurable improvements in core banking KPIs (e.g., cost-to-serve, customer and member satisfaction, time-to-resolution)
- Champion the voice of the bank/credit union customer internally, providing strategic insights to our Product and Sales teams to inform our roadmap
- Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Customer Success Manager role?
Candidates need 4+ years of professional experience working within a Bank or Credit Union, ideally in Operations, Digital Channels, Member Experience, or Product/Project Management, plus deep knowledge of financial institution operational and regulatory challenges in member service and support functions.
What is the salary or compensation for this position?
This information is not specified in the job description.
Is this Customer Success Manager role remote or office-based?
This information is not specified in the job description.
What is the company culture like at Glia?
Glia is certified as a Great Place to Work with 98% employee satisfaction, powers over 700 financial institutions, and maintains an industry-leading 72 NPS.
What makes a strong candidate for this Customer Success Manager position?
Ideal candidates have experience transitioning from operational or product management roles within financial institutions to consultative B2B SaaS, with demonstrated project management skills in tech implementations.
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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