Customer Success Manager, Banking

November 20

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Glia

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AI • B2B • Fintech

Glia is an AI-driven customer interaction platform designed to enhance and automate contact center operations. It provides solutions that unify voice and digital interactions, enabling organizations to offer seamless and efficient customer service. By leveraging advanced AI technology, Glia helps businesses reduce wait times, improve customer satisfaction, and optimize agent workflows across various industries, including banking, insurance, and healthcare.

201 - 500 employees

Founded 2012

🤝 B2B

💳 Fintech

📋 Description

• Strategic Advisory: 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. • Operational Translation: Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs. • Stakeholder Navigation: Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams. • Customer Journey Management: Oversee the successful adoption, governance, and ongoing optimization of the Glia platform. • Value Realization: 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). • Internal Advocacy: Champion the voice of the bank/credit union customer internally, providing strategic insights to our Product and Sales teams to inform our roadmap. • Change Management: Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution.

🎯 Requirements

• 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. • MBA preferred. • Must be willing to travel 30% of the time.

🏖️ Benefits

• Glia is an equal-opportunity employer. • Great Place to Work certified with 98% employee satisfaction.