Senior Associate, Launch Manager, US

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.

If this sounds like a good fit for you, why not say hello?

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