Enterprise Unified Communications Specialist

at  Global Relay

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 part of the Enterprise Services Team, the Enterprise UC Specialists work with customers in executing the technical onboarding of Global Relay’s UC services and are subject matter experts for data integration. The Enterprise UC Specialists work in collaboration with the Enterprise Services onboarding team and customer IT resources to implement UC services in scope, provide guidance on best practices, and drive implementation progress. UC Specialists are trusted client advisors helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and efficiently. The UC Specialist is expected to engage with customers pre-sales and post-sales to ensure adoption of Global Relay services. This team is available 24x7 for working with customers globally.
The primary function of the Enterprise UC Specialist is to participate in the provisioning of our most strategic and demanding accounts and work to ensure the success of the customer’s implementation. Working collaboratively as part of the Enterprise Onboarding Team the UC Specialists will assist in the mentoring of internal resources and ensuring Global Relay clients receive the support necessary to ensure growth and adoption of the platform.

YOUR RESPONSIBILITIES:

• Provide world class service in the deployment of Global Relay services and resolving customer enquiries.
• Responsible for the setup and support of the Global Relay UC product suite.
• Build strong relationships with Customers, Partners and other Global Relay Teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Work with clients to determine required workflows and implement solution, leveraging best practices.
• Provide both pre/post-sales front-line technical assistance to Global Relay customers
• Own technical vendor relationships and liaise with product on requirements & enhancements
• Be the point of contact for technical service escalation, including customer inquiries with respect to product, sales demos or other questions.
• Collect customer feedback for product enhancement
• Troubleshoot complex issues related to project implementation
• Continually work with Product Managers to understand current offerings and roadmap
• Serve as the voice of the customer to drive continuous improvement across the product
• Acts as the technical expert and provides knowledgeable service during demonstrations of Global Relay products.
• Complete implementations for clients with unlimited number of users and highest complexity.
• Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.
• Perform peer reviews of new service implementations.
• Manage high profile client setups independently while providing guidance to Project Managers and Business Development.