About us:

For more than 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, monitoring, e-discovery and analytics solutions. We securely capture and store the communications data of the world’s most regulated companies, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Although we offer competitive compensation, benefits, and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a functional builder. A place for big ideas. New challenges. Pioneering innovation. It’s a place where you can make a real impact – and get recognition for it.

We believe that great companies thrive on diversity, inclusion, and the contributions of all employees. To this 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 turn:

The Customer Success Lead works closely with Global Relay’s existing customer base and includes ongoing team management, account management, account reconciliation, selling and customer success. The Customer Success Leader will manage, motivate and coach the team of Customer Success Managers. He/she will be responsible for ensuring the Customer Success team reaches sales and retention goals set by management, coaching/mentoring the team, and working closely with Global Relay’s cross-functional teams to provide a high-value customer journey and drive proactive and strategic engagements with customers.

Your responsibilities:

• Lead the customer success strategy for his customer success team.
• As the main point of contact, create and drive strong customer relationships and proactive engagement with customers.
• Customer Success Team Player/Coach.
• Establish the team and hold it accountable to goals and objectives.
• Work with Global Relay departments, including Sales, Legal, Accounting, Supply, and Customer Support to resolve critical customer issues.
• Identify and support sales and upsell opportunities to existing customers.
• Understand and explain the features and benefits of Global Relay services to customers.
• Proactively assess, clarify and validate customer needs on an ongoing basis.
• Create reports and dashboards on Salesforce CRM.
• Manage the team’s incoming work queue.
• Attend and provide leadership at executive or quarterly client business reviews.
• Train the team on customer success best practices for SaaS companies.
• Mentor and empower existing team members as well as train new employees.
• Review, modify and enable workflow procedures to improve the process.
• Manage team KPIs and report to management.
• Point of escalation for negotiations, clients at risk.
• Identify areas of expansion opportunities.

About you:

• Degree or Diploma and/or 5+ years of account management or related experience, ideally in the IT sector with an understanding of cloud solutions.
• Previous administrative and leadership experience is required.
• Ability to evaluate customer needs and provide appropriate solutions.
• He has a proven track record of successful account management.
• Maintains a professional work style with the ability to interact comfortably with various levels of business executive.
• Has a proven ability to effectively manage time, workload, and shifting priorities in a fast-paced environment with strong attention to detail.
• Excellent verbal and written communication skills.
• Previous direct experience with Salesforce or other CRM systems is highly desirable.
• Resourceful with strong problem-solving skills.
• Enthusiastic, strong ethics and positive attitude.
• Excellent listening, negotiation and presentation skills.

compensation:

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

The range below reflects expected annual base salary, which is just one element of our comprehensive total rewards package designed to reflect the pay philosophy, culture and values ​​of our company. We aim to foster an inspiring work environment and support the work and life rhythms of employees. We offer a comprehensive and extensive health benefits program, including virtual health care and a wellness allowance. Employees also receive allocated annual leave days, which increase based on length of service. Other benefits include: paid sick days, maternity/parenting enhancement program, corporate bonuses, and RRSP contribution matching program.

For employees based in Vancouver, we offer a subsidized meals program, thanks to our talented in-house culinary team!

British Columbia – Base Salary Range

$110,000 – $135,000 CAD

What you can expect:

At Global Relay, there is no cap on what you can achieve. It is a land of opportunities for activity, intelligence and impulsiveness. You will receive the guidance, training, and support you need to reach your career goals. You will be part of a culture that breeds creativity and rewards perseverance and hard work. You will work alongside smart, talented individuals from diverse backgrounds who have complementary knowledge and skills.

Global Relay is an equal opportunity employer committed to diversity, equity, and inclusion.

We strive to ensure that reasonable modifications, accommodations and personal time are tailored to each individual’s unique needs.

To learn more about our business, culture and community engagement, visit www.globalrelay.com.