Technical Launch Manager

The Role:
As a Technical Launch Manager, you’ll become a leading expert in all Glia products and be the face of Glia to our Clients as they onboard. Each Client has unique needs and you will need to act as a trusted advisor, providing technical and operational guidance to help them effectively leverage our products and drive maximum impact for their business, while keeping the project on track and driving time to value.

The Ideal candidate…

• Has extensive knowledge and experience working for CCaaS providers and has a track record of success in implementing new call center solutions for large clients.
• Is a seasoned technical consultant known for their attention to detail as well as their ability to see the big picture.
• Has worked with pre-sales teams to explicate the implementation process to prospective clients and to create detailed technical descriptions of services and integrations in Statements of Work.
• Has experience working across multiple onboarding projects simultaneously and can juggle the demands of customers in various stages of implementation.
• Is excited to create new processes that drive efficiencies
• Understands the importance of communication and the value of tight relationships, cross-functionally as well as within their direct team
• Is a natural leader who uses influence to drive success

What you’ll do:

• Serve as the technical expert in support of a portfolio of projects for enterprise-level clients in the Financial Services sector.
• Manage client expectations gracefully while driving product adoption
• Comfortably serve as the technical consultant and application configuration expert while keeping internal and external teams engaged and informed
• Track and document both business and technical deliverables across Client and internal teams
• Keep key stakeholders informed of statuses and changes and escalate issues or misalignments throughout the business as necessary
• Confidently train client teams on product configurations and be able to recommend best practices in using multiple features in conjunction.  
• Define and recommend processes and procedures to facilitate better service delivery to clients

What you’ll bring:

• 5+ years of experience working on multiple  simultaneous engagements for Enterprise SaaS clients    
• CROSS-COLLABORATION: Experience collaborating with Sales, CS, Product, etc.    
• Manage client expectations gracefully while driving product adoption
• API integration & software configuration experience

Skills

• Growth mindset with a natural curiosity about technology    
• Flexible, Adaptable, Solution-oriented
• Excellent written, oral, and social interpersonal skills across multiple audiences and methods
• TECHNICAL SKILLS: Experience deploying voice contact center applications; good knowledge of voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
  • Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
  • Experience with PM Tracking Software (Jira, Smartsheets, Salesforce) Etc

Bonus Points

• Experience training end-users on systems    
• Domain of Service Desk / Ticketing Systems (e.g., JIRA, ServiceNow)    
• DOMAIN EXPERIENCE: within the Financial Services, Insurance, or Healthcare Industries or Contact Centers
• Education / Certifications: Technical degree (i.e. STEM ) or certifications related to telephony, networking, data integrations, or related coursework.