<div class="content-intro"><h4 data-start="274" data-end="295">About Glia</h4><p data-start="296" data-end="677">Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.</p><p data-start="679" data-end="973">Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.</p></div><p><strong>The Role</strong></p><p>We are seeking a domain expert to serve as the strategic partner for our banking and credit union clients. In this high-impact Customer Success role, you will leverage your deep operational and business experience to help financial institution customers on their banking strategy and maximizing the value of our AI-powered platform. This role is ideal for a professional looking to transition from an operational or product management role within an FI to a consultative B2B SaaS environment.</p><p><strong>What you'll do</strong></p><ul><li>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.</li><li>Operational Translation: Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs.</li><li>Stakeholder Navigation: Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams.</li><li>Customer Journey Management: Oversee the successful adoption, governance, and ongoing optimization of the Glia platform.</li><li>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).</li><li>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.</li><li>Change Management: Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution.</li></ul><p><strong>Requirements</strong></p><ul><li>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.</li><li>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).</li><li>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.</li><li>Proven ability to collaborate cross-functionally with various internal business units (Lending, Branch Operations, IT, Compliance) to drive large-scale projects.</li><li>Familiarity with digital banking platforms or contact center software (AI, chatbots, omnichannel solutions) is highly desirable.</li><li>Track record of problem-solving and finding practical solutions for business challenges within your organization.</li><li>Bachelor’s degree required</li><li>MBA preferred</li><li>Must be willing to travel 30% of the time.</li></ul><div class="content-conclusion"><p><em><span style="font-weight: 400;">*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.</span></em></p><p><em><span style="font-weight: 400;">The Glia Talent Acquisition team uses <strong>@glia.com</strong> and <a class="ixLDZYcumcilIxbNpiyQOyFvIFrYTMHVaDIjItPI " href="mailto:darina.danchenko@gliatalent.com" target="_self" data-test-app-aware-link=""><strong>@gliatalent.com</strong></a>, mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our <a href="https://www.glia.com/eu-recruitment-privacy-notice">Recruitment Privacy Notice page</a> or contact our talent team via <strong>talent@glia.com</strong></span></em></p><p><strong>*Want to know more about working at Glia? Check our <a href="https://www.glia.com/careers/faqs" target="_blank">Glia's Career FAQs</a></strong></p></div>