Strategic Customer Success Manager, Enterprise

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 Strategic Customer Success Manager manages the relationship between Global Relay and clients that are designated Enterprise. Strategic CSMs engage in ongoing account management, reconciliation, upselling, and customer service. The Strategic CSM works closely with internal Global Relay teams to provide a single interface for customer inquiries. Additionally, they are 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.

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 to establish strong customer relations.

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.

Create and execute on strategic account plans; expand depth and breadth of customer relationships.

• Build trusted advisor relationships with customers.

Participate in Global Relay forums, client visits, and conferences. In-person meetings and travel to customer sites.

About you:

Degree or Diploma and/or 5+ years of account management or customer success experience, with large, enterprise-level accounts in compliance or finance sectors with an understanding of SaaS solutions.

Demonstrates ability to assess customer needs and deliver appropriate solutions.

Professional business manner with the ability to present and 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, other CRM systems, or customer success platforms is highly desirable.

Resourceful with strong problem solving skills.

Enthusiastic, strong worth 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…