Full-Time

Customer Success Specialist

Confirmed live in the last 24 hours

Relay

Relay

201-500 employees

Communication platform for workforce efficiency

Consulting
Enterprise Software

Junior, Mid

No H1B Sponsorship

Raleigh, NC, USA

Hybrid model with 3 days in-office (M,W,F) and 2 days remote.

Category
Customer Experience
Customer Success
Customer Success & Support
Sales & Account Management
Required Skills
Business Strategy
Data Analysis

You match the following Relay's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bachelor’s Degree
  • 2+ years experience in in Customer Success, Sales Development and/or Account Management
  • Self driven work ethic and passion for the Relay mission
  • Excellent organizational and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
  • Stellar detail orientation - you regularly capture valuable feedback, pertinent contact information and next steps within CRM or CS systems of record
  • Data curious - you understand the importance of leveraging data to capture performance and customer engagement and and interpret and utilize in showcasing customer value
  • Proven track record of successfully building and supporting relationships with all levels of seniority
  • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
  • Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
  • Ability to thrive and react to changing business needs within a startup environment
Responsibilities
  • Manage a portfolio of B2B customers, primarily front line workers (Hospitality, Manufacturing, Education, etc.), a mix of SMB to Mid-Market accounts, in a higher volume portfolio
  • Lead your customers through their customer journey including their onboarding, proactive outreach, inbound customer needs, service renewals, and supporting the upgrade to new hardware
  • Communicate regularly with your customers to form strong relationships, develop a deep understanding of their needs, use cases, and pain points and implement plans to support
  • Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash, and service/connectivity options, ensuring you’re able to serve as a consultant to the customer in how they’re leveraging Relay in their day to day operations
  • Identify and drive opportunities for upsell of additional Relay products within your existing customer accounts/locations
  • Proactively support the needs of customers within your designated portfolio, ensuring deep understanding and actionability against customer health, key customer engagement and performance analytics & lifecycle management, while identifying and executing on essential advances or account strategies to achieve within your accounts
  • Partner with Sales counterparts on new location revenue opportunities, leveraging the successes of existing customers to help build momentum in new locations/accounts
  • Partner with Support and Billing teams on escalated customer issues ensuring productive outcomes for your customers
  • Proactively provide feedback on successes and challenges of your customers to internal product teams, enabling iteration on our product roadmap
  • Proactively provide feedback regarding internal workflows, systems or enablement assets supporting the customer journey and regular business processes, enabling iteration for improved usability and scale within the CS org
  • Achieve individual OKRs and contribute towards team goals established to achieve target customer outcomes individual and contribute towards team OKR’s set to achieve target customer outcomes
  • Ability to travel 20%-30% of the time within North and Latin America
Desired Qualifications
  • Knowledge and experience using and supporting enterprise software
  • Experience with CRM and or CSM platforms and ticketing tools

Relay is a communication platform aimed at improving workforce efficiency, especially for workers who do not have access to traditional communication tools or who use walkie-talkies. The platform utilizes Push-to-Talk (PTT) technology, which allows users to communicate instantly without the limitations of traditional walkie-talkies, such as range issues and security concerns. Relay includes features like GPS tracking, emergency alerts, and works on both mobile and desktop devices, all controlled through a voice interface. Unlike its competitors, Relay focuses on providing a subscription-based service that includes software integrations and regular updates to adapt to the changing needs of businesses. The main goal of Relay is to enhance communication for active workers, making their jobs easier and more efficient.

Company Size

201-500

Company Stage

Series B

Total Funding

$46.7M

Headquarters

Raleigh, North Carolina

Founded

2015

Simplify Jobs

Simplify's Take

What believers are saying

  • Relay's Series B funding of $35M supports growth in productivity and safety features.
  • The demand for cloud-based communication platforms is rising, benefiting Relay's scalable solutions.
  • Advancements in voice interface technology enhance Relay's user interaction and accessibility.

What critics are saying

  • Emerging competitors like Apiture and Vantaca threaten Relay's market share.
  • Rapid AI translation advancements by others could outpace Relay's TeamTranslate feature.
  • Reliance on Series B funding may lead to financial instability if growth targets aren't met.

What makes Relay unique

  • Relay offers real-time language translation for frontline teams, enhancing communication efficiency.
  • The platform integrates GPS tracking and emergency alerts, ensuring worker safety and coordination.
  • Relay's voice interface eliminates the need for traditional bulky walkie-talkies, improving mobility.

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Benefits

Health, dental & vision

PTO

Paid sick leave

401(k) with 3% match

Paid parental leave

Connection & wellness credit

Equipment & tools

Flexible work environment

Free snacks & fun times

Growth & Insights and Company News

Headcount

6 month growth

3%

1 year growth

13%

2 year growth

20%
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