The Role:As a Senior Associate Launch Manager, you'll become a leading expert in all Glia products and be the face of Glia to our Clients as they onboard. Each Client has unique needs and you will need to act as a trusted advisor, providing technical and operational guidance to help them effectively leverage our products, drive maximum business impact, and accelerate time-to-value.
The ideal candidate...- Is known for their attention to detail as well as their ability to see the big picture
- Has supported or led multiple onboarding projects simultaneously
- Understands they are accountable for the success of a project and ensures their team gets the work done on time
- Is excited to create new processes that drive efficiencies
- Understands the importance of communication and the value of tight relationships, cross-functionally as well as within their direct team
- Is a natural leader who uses influence to drive success
Glia has a positive, diverse, and supportive culture-we look for people who are curious, inventive, and work to be a little better every single day.
What you'll do:- Implementation Portfolio Management: Oversee and support a portfolio of client implementation projects across their complete lifecycle, from the initial Sales hand-off through to a successful launch.
- Cross-Functional Management: Serve as the consultant, application configuration expert, and project manager while keeping both internal and external teams engaged and aligned.
- Value Delivery: Translate the deployment of Glia's tools and technology into measurable ROI for the customer, communicating this value clearly and consistently to executive stakeholders.
- Project Management: Build and maintain critical project infrastructure, including project schedules, communication plans, test plans, and RAID logs tailored to each client.
- Risk Mitigation: Manage client expectations, proactively flag alignment issues, and escalate blockers through internal channels as necessary to keep timelines on track.
- Enablement: Confidently train client administrators on platform configuration and support operators through simulated training exercises.
- Process Optimization: Continuously identify, define, and recommend internal procedures to scale and facilitate better service delivery.
What you'll bring:- 2+ years of experience managing implementations for SaaS or Enterprise-level clients
- Understanding of APIs, HTML, and network security
- Hands-on experience configuring applications or software platforms (e.g., website CMS like Drupal, CRM systems, or enterprise software tools).
- Proven ability to coordinate multiple Client-facing projects simultaneously
- Experience collaborating across multiple teams including Sales, Product, Customer Success, and Development/Engineering to ensure completion of deliverables
- A team player attitude with strong presentation skills, self-confidence, and enthusiasm
- Curious by nature, enthusiastic problem solver, capable of meeting challenges in an efficient but also scalable way
- Strong project management skills and a background in technical consultancy
- Excellent written, oral, and social interpersonal skills across multiple audiences and methods
- Highly collaborative and flexible
- Growth mindset with a natural curiosity about technology
Bonus Points- Experience working in or with Contact Centers
- Experience training end-users on systems
- Experience within the Financial Services, Insurance, or Healthcare Industries
- A project management or technical certification or related professional coursework
- Experience working in a consultancy role
