Global Relay

www.globalrelay.com

20 Jobs

1,568 Employees

About the Company

Global Relay is the leading provider of fully compliant, cloud electronic communications archiving, messaging, supervision, and eDiscovery solutions for the global financial sector and other highly regulated industries.

Founded in 1999, Global Relay delivers services to over 20,000 customers in 90 countries, including 22 of the top 25 banks. From the Global Relay App for compliant communications, through to intelligent archiving, superior data connectors, and proactive surveillance, Global Relay’s integrated compliance solutions enable regulated organizations to meet collaboration, privacy, and security requirements.

Listed Jobs

Company Name: Global Relay
Job Title: Lead, Customer Success, SMB
Job Description: **Job Title**: Lead – Customer Success (SMB) **Role Summary**: Lead a customer success team dedicated to small‑and‑medium‑business accounts, driving retention, upsell, and customer health while coordinating cross‑functional support and shaping the overall customer journey. **Expectations**: - Own the delivery of customer success targets and KPIs. - Manage and coach a high‑performing team of Customer Success Managers. - Serve as the primary executive touchpoint for key SMB customers. - Partner with Sales, Legal, Finance, and Operations to resolve issues and uncover growth opportunities. **Key Responsibilities**: - Develop and execute the team’s customer success strategy. - Build and nurture proactive, long‑term relationships with SMB customers. - Coach, mentor, and hold CS Managers accountable to quota and process standards. - Identify and present upsell and expansion opportunities to existing accounts. - Collaborate with Sales, Provisioning, Support, and other departments to resolve critical issues. - Create and maintain Salesforce dashboards, KPI reports, and account health metrics. - Lead quarterly business reviews and executive steering sessions. - Drive continuous improvement of workflow, policies, and best‑practice documentation. - Serve as escalation point for negotiations and at‑risk customers. **Required Skills**: - 5+ years of account or customer success management in a technology/cloud setting. - Proven managerial and coaching experience. - Strong analytical, problem‑solving, and data‑driven decision making. - Excellent verbal & written communication, negotiation, and presentation skills. - Comfortable engaging C‑level executives. - Proficiency in Salesforce (or similar CRM) and dashboard creation. - Effective time‑management and prioritization in fast‑paced environments. - Positive, results‑oriented mindset. **Required Education & Certifications**: - Bachelor’s degree (or equivalent) in business, marketing, communications, or a related field. - Relevant customer success or CRM certifications preferred but not mandatory.

Company Name: Global Relay
Job Title: Project Manager, Enterprise Systems
Job Description: Job title: Project Manager, Enterprise Systems Role Summary: Lead the planning, coordination, and delivery of complex enterprise software implementation projects (Finance & Accounting, Banking, Analytics, CRM, Customer Portal, etc.). Manage cross-functional stakeholder collaboration, third‑party vendor integration, risk mitigation, and schedule adherence to ensure business value and system readiness. Expectations: Deliver projects within agreed scope, time, and quality constraints; maintain transparent communication with stakeholders; proactively identify and resolve impediments; apply continuous improvement practices; produce accurate status reporting and risk documentation. Key Responsibilities: - Own project planning, scope definition, and milestone alignment with enterprise teams and external vendors. - Compile work estimates, assumptions, and phasing plans; socialize targets with stakeholders. - Track inter‑team dependencies, progress, and key gates (architectural, security, stakeholder reviews). - Drive risk and issue management per corporate framework; facilitate escalation as needed. - Coordinate UAT and integration testing; iterate testing strategies to align with organizational agility. - Monitor project cadence using Jira and other tools; collaborate with component teams to resolve schedule impacts. - Report progress at project‑specific and company‑wide meetings in line with the project management framework. - Develop high‑level understanding of design, business logic, and architecture of enterprise applications. - Guide work breakdown, scheduling, and resourcing to address bottlenecks. - Champion process improvements that enhance predictability and delivery efficiency. Required Skills: - Project management of enterprise applications (FIN/ACCT, HR, CRM) or SaaS systems. - Strong planning, scheduling, and resource allocation. - Risk, issue, and dependency management. - Agile project delivery (Scrum/SAFe). - Collaboration with cross‑functional teams and external vendors. - Proficiency with Jira, project tracking tools, and reporting. - Excellent stakeholder communication and facilitation. - Problem‑solving and continuous improvement mindset. Required Education & Certifications: - Bachelor’s degree or equivalent in Engineering, Computer Science, Information Systems or related field. - 3+ years of project implementation experience in enterprise applications or SaaS. - Agile experience (Scrum Master or equivalent). - Project Management certification (PMP, Prince2, or equivalent) is preferred.

Company Name: Global Relay
Job Title: Senior C# Developer
Job Description: **Job Title:** Senior C# Developer **Role Summary:** Lead end‑to‑end development of enterprise‑grade, highly scalable .NET applications and microservices. Drive design, implementation, testing, deployment, and production support while mentoring junior staff and ensuring code quality, performance, and security across Agile teams. **Expectations:** - 8+ years of .NET/C# development, delivering product‑focused software in Agile settings. - Proven ownership of software products and deep technical expertise in language, frameworks, and tools. - Experience on modern architecture—REST, JSON, APIs, microservices, and event‑driven patterns. **Key Responsibilities:** - Write clean, well‑tested, secure, and performant code. - Partner with SDETs to maintain code quality and reliability. - Produce design artifacts, spikes, and architecture feedback for features. - Participate actively in design reviews, sprint planning, and other Agile rituals. - Collaborate with Product Management on user story creation and refinement. - Monitor, troubleshoot, and support production systems. - Contribute to knowledge sharing and continuous improvement initiatives. - Mentor Junior and Intermediate developers through pairing, reviews, and coaching. **Required Skills:** - C#, .NET Core (or .NET 5/6+), SQL, RESTful API design, JSON. - Unit testing frameworks (MSTest, NUnit, xUnit) and mocking (NSubstitute). - Strong communication, decision‑making, and interpersonal abilities. - Experience with cloud‑scale architecture, scalability, and high‑availability design. - Familiarity with microservices, containerization (Docker, Kubernetes), CI/CD, and code analysis tools is a plus. **Required Education & Certifications** - Bachelor’s degree in Computer Science, Software Engineering, or related field (or equivalent professional experience). - Relevant professional certifications (e.g., Microsoft Certified: Azure Developer Associate) are advantageous but not mandatory.

Company Name: Global Relay
Job Title: Team Lead, Customer Triage
Job Description: **Job Title**: Team Lead, Customer Triage **Role Summary**: Oversees the Customer Triage team to ensure efficient triaging of support tickets, process optimization, and team development. Focuses on driving operational excellence through leadership, collaboration, and technical expertise. **Expactations**: - 3+ years proven leadership experience. - 5+ years customer-facing roles. - 3+ years in SaaS support or equivalent. - Experience managing high-volume support processes. - Strong project coordination/management skills. **Key Responsibilities**: - Supervise daily triage operations, workflow queues, and customer support case management. - Implement process improvements to enhance efficiency and accuracy. - Conduct 1:1 feedback sessions and coach team members for performance goals. - Serve as escalation point for complex customer issues. - Collaborate with cross-functional teams to resolve support challenges. - Audit and refine knowledge base content. - Partner with managers to assess team skills, train staff, and hire new members. **Required Skills**: - Technical: TCP/IP networking principles; email protocols (domains, message flow); Salesforce Service Cloud, Jira, Confluence; MS Office Suite. - Operational: Multitasking, attention to detail, system-driven problem-solving. - Leadership: Strategic thinking, operational excellence, team development. - Communication: Clear written/verbal communication for customer and team interactions. **Required Education & Certifications**: - No formal education specified. - Combination of relevant experience in SaaS/customer support environments.

View 20 more jobs at Global Relay