Global Relay
Strategic Customer Success Manager, Enterprise
Global Relay, Chicago, Illinois, United States, 60290
Strategic Customer Success Manager, Enterprise
16 hours ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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. Lead and manage the relationship between Global Relay and clients under the Major Accounts Program (MAP) and other high-priority accounts. Create and execute strategic account plans; expand the depth and breadth of customer relationships. Build trusted advisor relationships with customers. Participate in Global Relay forums, client visits, and conferences, including 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 levels. 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 experience with Salesforce, other CRM systems, or customer success platforms is highly desirable. Resourceful with strong problem-solving skills. Enthusiastic, with a strong work ethic and positive attitude. Excellent listening, negotiation, and presentation skills. Compensation:
The pay range for this role in Illinois is $75,000—$125,000 USD annually. This range reflects the expected base salary, which is one component of our total rewards package. We offer a comprehensive benefits package, including health coverage, disability insurance, a health spending account, paid vacation and sick days, maternity/parental leave, commuter benefits, bonuses, and a 401(k) plan with matching contributions. What you can expect:
At Global Relay, there’s no ceiling to what you can achieve. You’ll receive mentoring, coaching, and support to reach your career goals. Join a culture that rewards creativity, perseverance, and hard work, alongside talented individuals from diverse backgrounds. We are committed to diversity, equity, and inclusion, providing accommodations and flexible work arrangements to support work/life balance. We support a hybrid work model combining in-office and remote work.
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16 hours ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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. Lead and manage the relationship between Global Relay and clients under the Major Accounts Program (MAP) and other high-priority accounts. Create and execute strategic account plans; expand the depth and breadth of customer relationships. Build trusted advisor relationships with customers. Participate in Global Relay forums, client visits, and conferences, including 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 levels. 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 experience with Salesforce, other CRM systems, or customer success platforms is highly desirable. Resourceful with strong problem-solving skills. Enthusiastic, with a strong work ethic and positive attitude. Excellent listening, negotiation, and presentation skills. Compensation:
The pay range for this role in Illinois is $75,000—$125,000 USD annually. This range reflects the expected base salary, which is one component of our total rewards package. We offer a comprehensive benefits package, including health coverage, disability insurance, a health spending account, paid vacation and sick days, maternity/parental leave, commuter benefits, bonuses, and a 401(k) plan with matching contributions. What you can expect:
At Global Relay, there’s no ceiling to what you can achieve. You’ll receive mentoring, coaching, and support to reach your career goals. Join a culture that rewards creativity, perseverance, and hard work, alongside talented individuals from diverse backgrounds. We are committed to diversity, equity, and inclusion, providing accommodations and flexible work arrangements to support work/life balance. We support a hybrid work model combining in-office and remote work.
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