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.

YOUR ROLE:

As the Strategic Customer Success Manager, Enterprise, you will lead and manage the relationships between Global Relay’s marquee customers! The Strategic Customer Success Manager, Enterprise 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 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