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 Role:
We're growing rapidly, and seeking a senior leader to oversee professional service engagements with our largest and most strategic customers looking to transform their customer experience using the Glia platform. If you want to be a leader in the revolution taking place in customer service, then this is the role for you!
Overview:
As an Engagement Lead or Principal at Glia, you will build relationships with Glia’s largest prospective customers. You will advise these customers throughout the sales process as they explore how Glia can help with their transformation. Your expertise and advice will be key in building customer confidence that Glia will be their best partner. During implementation you will orchestrate the efforts of a project team composed of a diverse set of technical and project management-focused roles. You will keep the project team focused on delivering the strategic business results that the customer expects to gain through Glia.
What you’ll do:
- Pitch Glia implementation approach to select customers during sales motion and be viewed as a subject matter expert
- Provide strategic insights and advice to customer executives throughout implementation and tightly coordinate handoffs with Account Executives and Customer Success Managers
- Understand customer business objectives and how their implementation requirements support those business objectives
- Communicates customer priorities to all Glia roles throughout implementation and holds team accountable to meeting priorities—roles may include, but are not limited to, launch manager, solution architect, conversation consultant, implementation engineer, account executive, and customer success manager
- Influence and advise customer on change management and transformation initiatives tangential to the technical implementation of Glia
- Provide expert advice to customers on Glia products and industry best practices
- Accountable for successful E2E implementation of strategic customer projects—specifically the project should be on budget, on time and achieve customer ROI
- Accountable for product adoption and subsequent renewal and expansion following the customer’s launch
- Stay informed on industry trends and their impact on customers
What you’ll bring:
- 10+ years of experience in professional services with several years leading large scale engagements
- Experience cultivating and maintaining executive relationships
- Strong team leadership skills drawing mostly from referent and expert power
- Executive-level visual and oral communication skills with ability to adapt communication style from executives to project and technical teams
- Experience conducting business transformation, change management, and program management in enterprise settings
- Ability to travel 4-12 times per year
- Bachelor's degree in Business, IT, or related field
- Preferred: Advanced degree (e.g. MBA) in related field
- Preferred: Experience with financial services, insurance, and any other high trust industries
Bonus Points
- Experience working in or with Contact Centers
- Experience within the Financial Services, Insurance, or Healthcare Industries
*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]
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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.
