Job Specifications
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 a Customer Success Representative, you will be responsible for building strong relationships with assigned customers, ensuring satisfaction with Global Relay products and services, and driving customer long-term success. CSRs work directly with Global Relay's existing SMB customers and will be handling all account management, upselling, and proactive guidance as the primary point of contact for customers. The Customer Success Representative will work closely with internal stakeholders to provide exceptional customer service to our customers.
Your responsibilities:
Acts as a trusted advisor: CSRs build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success
Drives value and growth: CSRs proactively identify opportunities for customers to get more out of the product or service, ultimately leading to increased revenue and retention
Analyzes data and reports on metrics: CSRs track key performance indicators like net promoter score, customer lifetime value, customer usage, and retention
Provides ongoing support: Answer customer questions, troubleshoot issues, and resolve problems in a timely and efficient manner.
CSRs may also be involved in creating training materials and developing customer success playbooks.
Coordinates and works with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues.
Updates and maintains Salesforce CRM.
Understands and explains features and benefits of Global Relay services; evaluate customer requirements to identify and present the most appropriate product or service.
Identify and drive sales and upsell opportunities for existing customers.
Act as the main point of contact for inbound customer calls to establish strong customer relationships.
Administering projects and tasks including answering customer phone calls when needed.
Meet or exceed retention and upsell targets; prepare proposals, renewals, and contract preparations.
Understand industry trends, competitive differentiators and and activities of competitors, while also cultivating an understanding of emerging markets and trends.
Conducts Executive Business Reviews regularly. Develop presentations and proposals to align on customer priorities and how Global Relay can meet customer needs.
Contribute to customer success initiatives; participate in the development and implementation of customer success strategies and best practices.
About you:
Degree or Diploma and/or 1 year of account management or customer success experience.
Demonstrates ability to assess customer needs and deliver appropriate solutions.
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.
Resourceful with strong problem solving skills.
Enthusiastic, strong worth ethic and positive attitude.
Compensation:Global Relay advertises the pay range for this role in compliance with British Columbia’s 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 extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses,
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 sol...
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