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 Lead, Enterprise Support Specialist works with clients in support of Global Relay’s services. The Lead, Enterprise Support Specialist provides leading industry support, guidance, account management and best practices for our Enterprise Clients. This team is available 24x7 to work with clients globally.
The primary function of the Lead, Enterprise Support Specialist is to provide strong leadership and mentorship for the Enterprise Support Specialists Team. The Lead is the most experienced amongst the Enterprise Support Specialists and as such will be expected to participate in the support of our most strategic and demanding clients. In addition, the Lead in collaboration with the Enterprise Services Team will assist in developing internal resources, and championing Support’s requirements throughout the development cycle of Product releases. The Lead, Enterprise Support Specialist, must be able to step into any client escalation and work to resolve issues with prioritization and urgency.

YOUR RESPONSIBILITIES:

• Responsible for overseeing performance management and career progressions Enterprise Support Specialists.
• Oversee coaching on client care and implementation of best practices for Enterprise Support Specialists.
• Complete weekly “one on one” priority reviews with Enterprise Support Specialist, provide coaching, and facilitate efficient communication and feedback.
• Maintain the Enterprise Support Specialist Skills matrix for all resources. Perform quarterly reviews, and provide updated goals and objectives to each team member.
• Develop and maintain a formal training curriculum for Enterprise Support and provide regular internal training to Enterprise Support as well as those in supporting steady state teams.
• Assist other Support members and Global Relay departments with client escalations.
• Responsible for the support of the Global Relay product suite, including third party services.
• Provide world class service and support of Global Relay’s platforms and resolve all Enterprise and Tiered client enquiries with urgency.
• Build strong relationships with Clients, Partners, and other Global Relay Teams.
• Ensure client deadlines are met in an efficient and professional manner. Provides regular updates if there are roadblocks to achieving set deadlines.
• Support for clients with an unlimited number of users and highest complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in Support documentation or wiki articles are updated and maintained.
• Perform peer reviews to ensure quality and accuracy.
• Manage high profile client relationships independently while providing guidance to internal business stakeholders.
• Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environment.
• Setup archiving for services requiring Global Relay software deployed in client environments.
• Configure SAML authentication and Single-Sign-On integration as well as Directory Sync Services for enterprise clients.
• Manage multi-tenant setups with a variety of technical and non-technical contacts.
• Attend Sprint demos to champion client and support interests to Product Management team.
• Review standard release and emergency fix deployment plans and communicate any perceived risks.
• Ensure product updates are cascaded into the team’s knowledge base and to client facing documentation.
• Ensure proper Jira creation for Escalation and various GR Team.
• Troubleshooting with clients and Global Relay teams to effectively resolve reported issues and requests.
• Salesforce dashboard monitoring, reporting and escalation. Take ownership of cases, and work to resolution with urgency.