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 Sr. Manager of Technical Account Management at Glia, you will lead a team of Technical Account Managers (TAMs) to ensure the success and satisfaction of our enterprise clients. You will be responsible for developing and implementing strategies to drive platform utilization, technical optimization, and client retention. This role involves collaborating with cross-functional teams and senior leadership to align priorities, achieve customer goals, and drive profitability and growth
Responsibilities
- Team Leadership and Development
- Manage, mentor, and develop a team of Technical Account Managers
- Set performance goals and conduct regular evaluations for team members
- Foster a culture of continuous learning and improvement within the team
- Sales and Expansion
- Ensure Glia hits Success package revenue targets by developing and implementing effective strategies
- Partner with CSMs on best practices to expand into success packages
- Collaborate with AEs on pitching success packages and meeting with customers
- Drive upsell and cross-sell opportunities to maximize revenue from existing accounts
- Continue to own and manage a few key accounts personally
- Departmental Profitability and Efficiency
- Drive towards Customer Operations department profitability in 2026 by making efficiencies on processes and accounts
- Ensure margins are hit on our existing accounts
- Analyze team and client performance metrics to identify areas for improvement
- Process Optimization & Cross-Team Enablement
- Establish and ensure compliance interdepartmental handoff processes
- Develop and implement strategies to improve team efficiency and effectiveness
- Partner with CE and CS leaders to develop talent sourcing pipeline enablement to train talented, IEs, CEs, and CSMs into TAM
- Technical Expertise and Problem-Solving
- Provide expert-level technical guidance to the team and clients
- Lead efforts in troubleshooting complex problems and implementing innovative solutions
- Handle all escalations for the TAM team
- Risk Management and Security
- Develop and implement strategies to mitigate risks related to downtime, performance degradation, or security
- Ensure compliance with industry standards and regulations
- Review and approve access controls, user permissions, and security configurations
- Client Relationship Management
- Build and maintain strong relationships with senior stakeholders at key accounts
- Represent Glia at high-level client meetings and industry events
- Act as an escalation point for critical client issues
- Product and Process Improvement
- Contribute to the continuous improvement of Glia's products and processes
- Identify enhancement opportunities based on client feedback and market trends
- Collaborate with Product and Engineering teams to influence product roadmap
Technologies You'll Work With
- Jira, QuickSight, Salesforce
- Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
- Mobile Technologies (e.g., Swift, Java, Kotlin)
- SIP and Media Streaming Technologies
Requirements
- 10+ years of experience in technical consulting, technical account management, solutions architecture or related role, with at least 2 years in a leadership role
- Proven track record of managing and growing enterprise accounts
- Experience in driving sales, expansion, and profitability in a technical account context.
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP
- Strong understanding of software development concepts and web technologies
- Excellent leadership, communication, and interpersonal skills
- Ability to articulate complex technical concepts to both technical and non-technical audiences
- Bachelor's degree in a relevant field; Master's degree preferred
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 is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by 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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