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:
The Customer Success Manager (CSM) works closely with Global Relay’s existing small/mid-sized businesses (SMB) and encompasses ongoing account management, upselling, retention, and driving customer value and engagement. The CSM works closely with internal Global Relay teams to provide a single interface for customer inquiries.
Your responsibilities:
- Acts as a trusted advisor: CSMs build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success
- Drives value and growth: CSMs 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: CSMs 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.
- Drives customer value: Provides solutions for customers, relevant information/benchmarking/analyses
- CSMs are involved in creating training materials and developing customer success playbooks every quarter
- Updates and maintains Salesforce CRM.
- Understands and explains features and benefits of Global Relay services.
- Identify and drive sales and upsell opportunities for existing customers.
- Act as the main point of contact to establish strong customer relationships.
- Contribute to customer success initiatives; participate in the development and implementation of customer success strategies and best practices.
- Effectively works with cross-functional departments to resolve customer issues.
- Act as the main point of contact for customers to establish strong customer relationships.
About you:
- Degree or Diploma and/or 2+ years of account management or customer service experience, ideally in the information technology sector with an understanding of cloud solutions
- Demonstrates ability to assess customer needs and deliver appropriate solutions
- Professional business manner with the ability to comfortably interact with executive stakeholders
- 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
- Experience negotiating contracts and renewals
- Previous direct experience with Salesforce or other CRM system 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.
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.
Top Skills
Global Relay Chicago, Illinois, USA Office
121 W Wacker Dr, Chicago, IL, United States
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