Glia

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Glia is the leading AI customer service solution for banks and credit unions, providing a platform that combines AI and human agents to enhance customer interactions. The Customer Success Manager will serve as a strategic partner for banking clients, helping them maximize the value of Glia's platform through advisory, operational translation, and stakeholder navigation. Responsibilities • Act as a trusted advisor to client leadership, guiding them on how to best drive value with our platform, leveraging your firsthand knowledge of Financial Institutions business processes and challenges. • Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs. • Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams. • Oversee the successful adoption, governance, and ongoing optimization of the Glia platform. • Develop and lead Executive Business Reviews that clearly demonstrate ROI and measurable improvements in core banking KPIs (e.g., cost-to-serve, customer and member satisfaction, time-to-resolution). • Champion the voice of the bank/credit union customer internally, providing strategic insights to our Product and Sales teams to inform our roadmap. • Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution. Skills • 4+ years of professional experience working within a Bank or Credit Union, ideally in a role focused on Operations, Digital Channels, Member Experience, or Product/Project Management. • Deep, firsthand knowledge of financial institution operational and regulatory challenges, particularly within member service and support functions (e.g., Contact Center, Branch Operations, Lending Administration). • Demonstrated experience in project management or overseeing the implementation and optimization of technology solutions within a financial institution, ideally acting as a technology owner or vendor manager for crucial technology. • Proven ability to collaborate cross-functionally with various internal business units (Lending, Branch Operations, IT, Compliance) to drive large-scale projects. • Familiarity with digital banking platforms or contact center software (AI, chatbots, omnichannel solutions) is highly desirable. • Track record of problem-solving and finding practical solutions for business challenges within your organization. • Bachelor's degree required. • Must be willing to travel 30% of the time. • MBA preferred. Company Overview • Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers. It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.glia.com.