The Role

Glia is looking for a leader for our Implementations (aka Launch Management) team to provide strategic vision and lead service delivery for Glia. This individual will manage a team of Launch Managers that are focused on helping our clients launch the Glia platform that are focused on providing technical guidance to customers as they create deeper integrations between Glia and their existing platforms. Additionally, this individual will be responsible for partnering closely with technical and implementation teams within our partner ecosystem and optimizing the way we work together.

The ideal candidate will bring a wealth of experience leading global delivery organizations at high growth SaaS companies, establishing and harmonizing the ways partners work together and building and developing world class teams. The Launch Management function partners closely with Sales, Customer Success, Client Engineering and Solution Architecture to launch customer programs - always looking to improve time-to-value, customer satisfaction, productivity and efficiency of the operation through scalable processes and improved methodology.

What you'll do

• Oversee customer facing implementation, onboarding, and technical projects
• Partner cross functionally with leaders in sales and customers success to position and explain the value of Glia’s implementation methodology 
• Manage the status, reporting, staffing and issue resolution of projects to ensure services are delivered and completed efficiently 
• Manage project resource and assignments to ensure a high-standard of delivery across the portfolio 
• Implement and revise the development, evolution, and optimization of our services methodologies and processes
• Manage a team of Glia employees and attend to their individual developmental needs, including but not limited to personalized development plans
• Create individual contributor and team wide metrics, goals and KPI's to report to the executive team 
• Partner with people operations to detail experience and skill expectations for progression through the levels
• Manage the identification, hiring, and onboarding of Launch Managers and other roles as necessary

Requirements

• 8+ years leading a team of technical and non-technical resources in a fast moving customer facing environment
• 3+ years experience as a project manager or in a technical role delivering solutions to enterprise customers
• Experience building working relationships with ecosystem partners
• Experience leading large and remote teams
• A track record of successfully leading the delivery of enterprise technology projects for multiple clients/customers
• A track record of developing, evolving, and optimizing services methodologies and processes
• A track record of enabling, managing, and enforcing operational excellence within a services business including project reporting, customer satisfaction, risk management, and customer handovers
• Comfortable dealing with Exec level (CIO, CTO) on complex customer projects and lead decision processes.
• Consulting services experience working with strong matrix management skills and ability to work collaboratively
• Demonstrated leader, who is self-motivated, flexible, enthusiastic and organized
• Excellent written and verbal communication skills
• Technical skills and experience including:
• SaaS deployments
• Knowledge of web-based languages such as HTML, CSS, and JS
• Working understanding of APIs
• Experience with contact center solutions is a plus