Job Description
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About Glia
Glia is the #1 Banking AI platform, empowering community and regional financial institutions to create efficiencies, accelerate loan growth, drive deposits, and deliver experiences that win against megabanks and fintechs.
Glia's Banking AI Operating System is a central intelligence layer on top of existing tech stacks, activating an AI workforce of specialized agents that draw from banking data, interaction history, and integrated systems of record. These banking-trained agents automate workflows across voice and digital—from front office to back office—resulting in decreased operational costs and the Universal Banker model.
Trusted by 700+ banks and credit unions for its ironclad security and reliability, Glia delivers the industry’s first contractual no-hallucination guarantee. It’s why Glia customers quickly and confidently put Banking AI to work with measurable results from day one.
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, driving 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
- Strong understanding of software and front-end development concepts
- Proven problem-solving skills with the ability to prioritize tasks effectively
- Experience in Contact Center as a Service (CCaaS) solutions and SIP (big plus!)
- Excellent communication skills, both verbal and written
- Ability to articulate technical concepts to non-technical executive audiences
- Bachelor’s degree in a relevant field
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Glia is a pioneering digital customer service (DCS) and artificial intelligence company that specializes in reinventing how financial institutions, banks, and credit unions interact with their customers online. Founded in 2012, the company operates at the intersection of FinTech and customer experience, replacing fragmented, legacy support systems with a modern, unified approach. Under the hood, Glia provides a powerful "ChannelLess™" communication platform that seamlessly integrates AI-powered virtual assistants, live video chat, on-screen voice, and highly secure CoBrowsing into a single interface. This technology empowers customer service representatives to virtually sit next to the user, guiding them through complex loan applications, account setups, or troubleshooting directly on their screen without ever forcing them to switch devices or lose context. Their primary target audience includes forward-thinking financial institutions and insurance companies seeking to modernize their digital branch experience, drastically reduce resolution times, and boost online conversion rates. What sets Glia apart in the crowded SaaS customer support market is its exclusive, purpose-built focus on the highly regulated financial sector and its ability to effortlessly transition a customer from an automated AI interaction to a high-touch human video call without missing a beat.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.