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. As our first Technical Account Manager hire in Mexico, you’ll help build and shape this function locally while supporting a portfolio of U.S.-based customers. This is a high-impact opportunity where your contributions will help define the team’s future. The role maintains a focused portfolio of 4–7 strategic accounts, enabling deep technical partnerships and meaningful 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

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