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Team Lead & Enterprise Customer Success Specialist

Global Relay
New York, NY
  • Expired: October 28, 2022. Applications are no longer accepted.
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 Relationships Team Lead (ECTL), you will manage the relationships between Global Relay's marquee customers! The ECTL will strengthen Global Relay's relationships with enterprise clients, and ensure strategic growth initiatives of Global Relay and customer goals are reached. Own critical systems and processes that drive the customer engagement while increasing the overall revenue growth.

The position will provide steady state support to Enterprise customers throughout the customer lifecycle at Global Relay. With a deep subject matter expertise, the Enterprise Relationships Manager will consult with customers on their "connect, collaborate and discovery" requirements to develop a program of support and engagement. Service needs, end-user experience and general service level quality along with relationship health are monitored to ensure the optimal service experience and development of long-term customer relationships.

The role requires a consultative approach, both externally with the customer to understand their business drivers and needs, and internally with the product team to identify opportunities for development.

The ideal candidate has prior experience leading complex engagements with enterprise customers and has the ability to work cross-functionally on multiple customer, process and system projects simultaneously.

Your Job:
  • Accountability for ensuring long term relationship with Enterprise customers
  • Setting clear expectations on product and service capabilities and performance
  • Managing information exchange for existing products and feature requests
  • Monitoring & escalating steady state concern to MAP and facilitate response actions working with the appropriate internal resources
  • Actively engaging with customers throughout the relationship lifecycle to optimize service quality
  • Staying current with Global Relay's product roadmap to identify new upsell opportunities for Enterprise customers
  • Contributing to the development and enhancement of Global Relay products and services, including Stakeholder reviews
  • Being a subject matter expert for post-sales engagements
  • Acting as a liaison between customer and Product teams
  • Monitoring project progress by tracking activity; resolving problems; recommending actions
  • Ensuring steady state requests are comprehensively and accurately documented on internal systems (e.g. Wiki; Salesforce, Miro, Product Board, Jira)
  • Assisting the customer and internal teams with complex problem solving; advise on complex cases; attend client calls; troubleshoot and report
  • Focusing on escalations/customer complaints/incidents, enterprise cases, work flow efficiencies and process development
  • Developing relationships with internal stakeholders to promote improvements to existing services and prioritize new feature enhancements based on customers' needs

About You:
  • Minimum of 5 years of experience in SaaS implementations and/or customer facing roles
  • At least 3 years of experience in managing enterprise customers with knowledge of complex contract renewal processes
  • Prior experience leading complex engagements with enterprise customers
  • Prior experience in direct sales or solid understanding of the sales cycle/process
  • Goal oriented self-starter who is highly organized with great attention to detail and demonstrates creativity, resourcefulness and leadership
  • Prior people management experience is a plus
  • Ability to work cross-functionally on multiple customer, process and system projects simultaneously
  • Professional business manner with the ability to establish relationships at executive business levels
  • Outstanding communication and organizational skills, with strong attention to detail
  • Highly motivated, energetic, with strong analytical and problem-solving skills
  • Independent contributor with strong work ethics; ability to multi-task and prioritize in a fast-paced environment

Compensation:

Annual base salary between $85,000 - $110,000, plus bonus, benefits, and 401k contributions.

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 personalized 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 .

Global Relay

Address

New York, NY
10001 USA

Industry

Business

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