Strategic Customer Success Manager, Enterprise

GlobalRelay; Chicago (IL); Hybrid; USD 75,000 - 125,000; Full time

Job summary

GlobalRelay seeks a Strategic Customer Success Manager to enhance client relationships and drive customer satisfaction. This role involves managing enterprise accounts, resolving issues, and identifying upsell opportunities in a collaborative setting, ideally suited for someone with a strong background in account management within compliance or finance sectors.

Benefits

Comprehensive health benefits program

401(k) retirement plan with matching

Paid vacation days

Paid sick days

Corporate bonuses

Qualifications

• 5+ years of account management or customer success experience with enterprise-level accounts.
• Experience in compliance or finance sectors, understanding SaaS solutions is essential.
• Demonstrates excellent verbal and written communication skills.

Responsibilities

• Manage ongoing relationships between Global Relay and enterprise accounts.
• Identify sales and upsell opportunities to existing customers.
• Provide world-class service in handling customer inquiries.

Skills

Customer Relationship Management

Problem Solving

Communication

Negotiation

Time Management

Education

Degree or Diploma

Tools

Salesforce

Job description

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 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.

Illinois - Base Salary Range:

$75,000 - $125,000 USD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

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

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

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

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Upon submission of your application, the personal data contained in your application will be collected by Global Relay Communications Inc. (“Global Relay” or “Controller”), whose headquarters are located at 220 Cambie Street, 2 nd Floor, Vancouver, BC, Canada, V6B 2M9. Global Relay can be contacted at [phone]. Global Relay’s data protection officer is Laurence Lafond, who can be contacted at [e-mail] .
Your personal data will be processed for the purposes of managing Global Relay’s recruitment related activities. This includes organizing and conducting interviews, assessing your suitability for the role, organizing and conducting tests (as applicable) and evaluating the results of such tests, and other processing activities that Global Relay deems necessary in the recruitment and hiring process. This processing is permitted under Article 6(1)(f) of Regulation (EU) 2016/679 (GDPR) and Article 6(1)(f) of UK General Data Protection Regulation for the purpose of Global Relay’s legitimate interests, which include growing the business and recruiting and hiring personnel best suited for roles at Global Relay. Further information on our legitimate interests may be available upon request. If you are applying for a role in the UK and Global Relay processes personal data relating to criminal offences or convictions under Article 10 of GDPR and UK GDPR, Global Relay will do so on the condition of “consent” as permitted under Section 29 of Schedule 1 of the Data Protection Act, 2018 (c.12). Global Relay may utilize automated decision and profiling tools, such as Predictive Index, to assist in determining whether a candidate is suitable for a particular role. Failure by an applicant to provide personal data required by Global Relay for the recruitment and hiring process may result in the applicant being removed from consideration for the role.
Global Relay is headquartered in Canada. Accordingly, upon submission, your personal data will be transferred to Canada, which is considered by the European Commission to provide adequate protection for the collection of personal data from EU data subjects. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf, and may be shared with other third party service providers to the extent necessary for the assessment of candidates, to conduct tests for applicants or perform other due diligence necessary in the recruitment process (including, for example, credit checks or criminal offence checks). Where personal data is transferred to counties that are not considered to provide adequate protection by the European Commission (e.g. the United States), the transfer of your personal data to third parties in those countries will be transferred under additional safeguards permitted under GDPR, such as Standard Contractual Clauses.
If you are rejected from a role your personal data will be retained by Global Relay, by default, for 365 days from the completion of your submission for a particular role. Under the GDPR, you have the right to data portability, to request access to your personal data, to request that your personal data be rectified or erased, to request that processing of your personal data be restricted, and the right to object to processing. You also have the right lodge a complaint with an EU supervisory authority. To the extent that you have questions or concerns about your personal data, please reach out to [e-mail] .