Senior Customer Success Manager

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:

The Senior Customer Success Specialist (SCSM) leads and manages the relationship between Global Relay and its existing mid-size customer base. Taking ownership over a specific set of high profile accounts, SCSM engage in ongoing account management, reconciliation, upselling, and customer service. The SCSM works closely with internal Global Relay teams to provide a single interface for customer inquiries.

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.
• Update and maintain Salesforce CRM.
• Understand and explain features and benefits of Global Relay services.
• Identify sales and upsell opportunities to existing customers.
• Act as the main point of contact for inbound customer calls to establish strong customer relations.
• Manage the ongoing relationship between Global Relay and mid-size accounts by developing strong relationships.
• Act as an overflow contact for inbound customer calls establish strong customer relations.
• Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
• Manages the relationship between Global Relay and clients that fall under the major Umbrella classification and other high priority existing customer base.
• Provide one on one training and be the main source of help for the new hires

About you:

• Degree or Diploma and/or 2+ 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
• Experience landing and expanding major global accounts
• 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 work ethic and positive attitude
• Excellent listening, negotiation and presentation skills

Compensation:

Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage, short-term and long-term disability insurance, and a health spending account. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k) retirement plan with company contribution matching.

For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal prog