Technical Account Manager

Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Experience TechnologyIndustries

Requirements

Candidates should have 5+ years of experience in technical consulting, technical account management, solutions architecture, or a similar client-facing technical role. Expertise in Contact Center as a Service (CCaaS) solutions and SIP is advantageous. A strong understanding of software and front-end development concepts, proven problem-solving skills, excellent communication abilities, and the capacity to articulate technical concepts to non-technical audiences are required. A Bachelor's degree in a relevant field is also necessary.

Responsibilities

The Technical Account Manager will drive platform adoption and growth by collaborating with account teams and building strategic relationships with customer IT teams and internal stakeholders. They will gather feedback for product improvement initiatives, lead complex troubleshooting, provide proactive technical guidance, and monitor system integrations and security configurations. Responsibilities also include implementing risk monitoring systems, resolving technical issues, designing and implementing efficient configuration and routing strategies, analyzing performance metrics, and identifying technical expansion opportunities within the customer's roadmap.

Skills

Technical Account Management

Customer Success

Solutions Architecture

Platform Utilization

Technical Optimization

Troubleshooting

Technical Guidance

System Integrations

Security Configurations

Risk Monitoring

System Optimization

Analytics

Configuration

Routing Strategies

Relationship Building

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

Technical Account Manager

Requirements

Responsibilities

Skills

Glia

About Glia

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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