Technical Account Manager

About Glia
Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.
Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.

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
2+ years of experience in technical consulting, technical account management, solutions architecture, or another similar client-facing technical role

Strong understanding of software and front-end development concepts

Proven problem-solving skills with the ability to prioritize tasks effectively

Experience in Contact Center as a Service (CCaaS) solutions and SIP (big plus!)

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 email addresses 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