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.
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
- 5+ years of experience in technical consulting, technical account management, solutions architecture, or another similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP is an advantage
- Strong understanding of software and front-end development concepts
- Proven problem-solving skills with the ability to prioritize tasks effectively
- 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, mailboxes 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 [email protected]
*Want to know more about working at Glia? Check our Glia's Career FAQs
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What We Do
Glia enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and CoBrowsing to increase online conversions and improve customer support.
