Engagement Lead

Position Overview

• Location Type: Not specified
• Employment Type: Not specified
• Salary: Not specified

Glia is seeking a Senior Leader to oversee professional service engagements with its largest and most strategic customers, assisting them in transforming their customer experience using the Glia platform. This role focuses on building relationships, providing strategic advice, and orchestrating implementation teams to deliver successful customer projects.

Responsibilities

• 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.
• Communicate customer priorities to all Glia roles throughout implementation and hold 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.
• Building relationships with Glia’s largest prospective customers.
• Advising customers throughout the sales process.
• Orchestrating the efforts of a project team during implementation.
• Keeping the project team focused on delivering strategic business results for the customer.
• Ensuring projects are completed on budget, on time, and achieve customer ROI.
• Driving product adoption and subsequent renewal and expansion.

Requirements

• 10+ years of experience in professional services.
• 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 the ability to adapt communication styles.

Company Information

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.