Senior Associate, Launch Manager, MX

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.

Responsibilities

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

Requirements

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

Nice to have

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