Job Description
Glia Launches First-Ever Benchmark Report for Financial Service Customer Interactions!
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.
Overview:
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.
Responsibilities:
- Partner with the Account Team to meet renewal and growth objectives by promoting the adoption and expansion of key platform features.
- Collaborate with Customer Success Managers (CSMs) and Solutions Architects (SAs) to align on priorities and achieve customer goals.
- Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems.
- Develop a thorough understanding of customers' technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions.
- Identify and address potential risks and opportunities within accounts to improve or expand service offerings.
- Assist customers with technical issues, including outages, root cause analysis, and complex problem resolution.
- Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback.
Technologies You'll Work With:
- Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
- SIP and Media Streaming Technologies
Requirements:
- 3+ years of experience in technical consulting or technical account management roles.
- Bachelor’s degree in a relevant field.
- 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 audiences.