Technical Account Manager

Glia Technologies, Inc.; México; A distancia; MXN 800,000 - 1,000,000; Jornada completa

Descripción de la vacante

A technology solutions provider is seeking a Technical Account Manager in Mexico to ensure client success and satisfaction. You'll collaborate with various stakeholders to drive platform utilization and optimize technical performance. The ideal candidate has over 5 years of experience and excellent communication skills. This role offers a chance to significantly impact a high-growth organization.

Formación

• 5+ years of experience in technical consulting, technical account management, or similar role.
• Expertise in Contact Center as a Service (CCaaS) solutions is a plus.
• Strong understanding of software and front-end development concepts.
• Excellent communication skills, both verbal and written.

Responsabilidades

• Drive platform adoption and growth through collaboration.
• Build strategic relationships with customer IT teams.
• Lead complex troubleshooting and provide technical guidance.

Descripción del empleo

Overview

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 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. 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

• 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
• Lead complex troubleshooting and provide proactive technical guidance
• Monitor and maintain system integrations and security configurations
• Implement risk monitoring systems and resolve technical issues
• 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
• Proven problem-solving skills with the ability to prioritize tasks effectively
• Excellent communication skills, both verbal and written
• Ability to articulate technical concepts to non-technical executive audiences
• Bachelor’s degree in a relevant field

EEO and Hiring Information

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.