We're growing rapidly, and seeking a passionate professional to join our Solutions organization as a Launch Manager. Our Solutions team is a world-class collection of individuals that are focused on driving value for our clients. As a key member of our Professional Services team, you'll be responsible for managing and delivering Glia’s software implementations with multiple customers.

About Glia

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.

Our Culture

Does this sound like you? If so, you’re probably one of us.

  • You’re a pro, but love a good laugh
  • You’re independent, but love to collaborate
  • You have a heart for coaching and mentoring
  • You’re insatiably curious
  • You thrive in fast-paced environments
  • You don’t mind a good debate to find the best ideas
  • You love to take the lead and focus on results

The Role

As an Implementation 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.

What you'll do

  • Oversee a portfolio of projects for clients across the complete life-cycle, including Sales hand-off, go-live as well as transition to success management teams
  • Create and manage project artifacts (e.g., milestones, communication, test plans, risk mitigation plans, and other project management and planning documents) according to requirements and needs of each client
  • Manage and track both business and technical deliverables, across Client and internal teams
  • Ensure successful project wrap-up and transition to ongoing support, in relation to the Client's experience, internal communications and documentation
  • Keep key stakeholders informed of statuses and changes, and escalate issues or misalignments throughout the business as necessary
  • Confidently train and educate Clients' Administrator teams on configuration and assist in customers’ Glia user training and roll-out planning
  • Define and recommend processes and procedures to facilitate better service delivery to Clients

Requirements

  • 5+ years experience managing implementations for SaaS or Enterprise clients
  • Proven ability to coordinate multiple Client-facing projects simultaneously
  • Experience collaborating across multiple teams including Sales, Product, Customer Success, and Development ensuring completion of deliverables
  • A team player attitude with strong presentation skills, self-confidence, and enthusiasm
  • Curious by nature, enthusiastic problem solver, capable of striving to solve things in an efficient but also scalable way
  • Bonus:
    - Experience working in or with Contact Centers
    - Experience training end-users on systems
    - Domain of Service Desk / Ticketing Systems (e.g., JIRA, ServiceNow)
    - Experience within the Financial Services, Insurance or Healthcare Industries

Benefits

  • Exciting, dynamic and rapid growth environment
  • Collaborative culture with autonomy and purpose
  • Incredible mentors & investors that are an active part of the company
  • Team events including nights out and team travel
  • Free gym membership (you have to commit to going 3x per week!)
  • Diversity: 18 languages and 7 countries represented
  • Competitive base salary & benefits
  • Participation in employee option pool