Enterprise Customer Success Specialist

Updated on 3/21/2024

1,001-5,000 employees

Cloud-based communication solutions for regulated industries

Company Overview

Global Relay stands out as a leading provider of compliant, cloud-based electronic communication solutions, servicing over 20,000 customers in 90 countries, including 22 of the top 25 banks. The company's integrated compliance solutions, including intelligent archiving, superior data connectors, and proactive surveillance, enable regulated organizations to meet collaboration, privacy, and security requirements. With a focus on the global financial sector and other highly regulated industries, Global Relay offers tailored solutions for compliant communications, demonstrating its industry leadership and technical prowess.

Data & Analytics

Government & Public Sector

Energy

AI & Machine Learning

Financial Services

Company Stage

N/A

Total Funding

N/A

Founded

1999

Headquarters

Vancouver, Canada

Growth & Insights

Headcount

6 month growth

↑ 4%

1 year growth

↑ 23%

2 year growth

↑ 51%

Locations

New York, NY, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Communications

Salesforce

Customer Service

CategoriesNew

Customer Success & Support

Customer Experience

Customer Success

Sales & Account Management

Strategic Account Management

Requirements

Degree or Diploma and/or 3+ years of account management or customer service related experience, ideally in the information technology sector with an understanding of cloud solutions
Professional business manner with the ability to comfortably interact with various executive business levels
Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
Excellent verbal and written communications skills
Previous direct experience with Salesforce or other CRM system is highly desirable
Resourceful with strong problem solving skills
Enthusiastic, strong worth ethic and positive attitude
Excellent listening, negotiation and presentation skills

Responsibilities

Provide world class service in handling and resolving customer enquiries
Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues
Understand and explain features and benefits of Global Relay services
Identify sales and upsell opportunities to existing customers
Manage the ongoing relationship between Global Relay and enterprise accounts by developing strong relationships
Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
Leads and manages the relationship between Global Relay and clients that fall under the Major Accounts Program (MAP) and other high priority existing customer base
Organize, and track projects and campaigns to executed by the greater Customer Success team
Conduct phone prescreening phone interviews of potential employees then recommend to the team lead
Participate in Global Relay forums, client visits, and conferences

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

As the Enterprise Customer Success Specialist (ECSS), you will lead and manage the relationships between Global Relay’s marquee customers! The ECSS engages in ongoing account management, reconciliation, upselling, and providing world class customer service. You will work closely with internal stakeholders to provide a single interface for customer inquiries. Additionally, you will be tasked with organizing and executing special projects across the Customer Success team.

Your Job:

Provide world class service in handling and resolving customer enquiries
Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues
Understand and explain features and benefits of Global Relay services
Identify sales and upsell opportunities to existing customers
Manage the ongoing relationship between Global Relay and enterprise accounts by developing strong relationships
Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
Leads and manages the relationship between Global Relay and clients that fall under the Major Accounts Program (MAP) and other high priority existing customer base
Organize, and track projects and campaigns to executed by the greater Customer Success team
Conduct phone prescreening phone interviews of potential employees then recommend to the team lead
Participate in Global Relay forums, client visits, and conferences

About You:

Degree or Diploma and/or 3+ years of account management or customer service related experience, ideally in the information technology sector with an understanding of cloud solutions
Demonstrates ability to assess customer needs and deliver appropriate solutions
Professional business manner with the ability to comfortably interact with various executive business levels
Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
Excellent verbal and written communications skills
Previous direct experience with Salesforce or other CRM system is highly desirable
Resourceful with strong problem solving skills
Enthusiastic, strong worth ethic and positive attitude
Excellent listening, negotiation and presentation skills

Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the state of New York. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and 401k contributions, and (for applicable Sales roles) an enticing commission structure.

New York - Base Salary Range:

$80,000—$100,000 USD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.