Lead - Customer Engagement
FreshBooks- Full Time
- Junior (1 to 2 years)
Candidates should possess 10+ years of experience in professional services, including several years leading large-scale engagements, and demonstrate experience cultivating and maintaining executive relationships. Strong team leadership skills, particularly utilizing referent and expert power, are essential, along with executive-level visual and oral communication skills capable of adapting communication styles.
As an Engagement Lead, you will pitch Glia’s implementation approach to select customers during the sales process, providing strategic insights and advice to customer executives throughout implementation. You will coordinate handoffs with Account Executives and Customer Success Managers, understand customer business objectives, communicate priorities to all Glia roles, and influence customer change management initiatives. Furthermore, you will provide expert advice on Glia products and industry best practices, be accountable for successful E2E implementation of strategic customer projects ensuring they are on budget, on time, and achieve customer ROI, and drive product adoption and subsequent renewal and expansion.
Digital customer service solutions for banks
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.