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Global Relay
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Customer Success Specialist

Reference ID: GRBD181

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  • Customer Success Specialist

    Job ID GRBD181 Job Location CA-BC-Vancouver Job Type Permanent Full-Time

  • About Us:

    Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics for the global financial sector. We deliver services to 23,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports email, instant messaging, Bloomberg®, Thomson Reuters, social media, mobile messaging, and more - with mobile, Outlook, and web access.

    Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in six other cities across the world, including major financial centers like New York, Chicago, and London.

    Over the years, we have won several major awards, including:
    • Company of the Year from the BC Tech Association (2016)
    • Canada's 50 Best Small and Medium Employers (2014, 2015)
    • Canada's Top Employers for Young People (2014)
    • Canada's Top 10 Most Admired Corporate Cultures (2013, 2016)
    • Canada's Best Managed Companies (2013 - present)

    We provide fantastic opportunities to individuals passionate about business and technology. For those with international business aspirations, we offer invaluable opportunities for doing business with some of the world's largest, most influential firms. Our company is also perfect for those who want to create cool technology using massively scalable, big-data architecture, with a strong focus on mobile.

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

    The Role:

    As part of a growing team the successful candidate will work closely with Global Relay's existing customer base. The role encompasses ongoing account management, account reconciliation, upselling, and customer service. The candidate will work closely with Global Relay teams to provide a single interface for customer inquiries. Global Relay customers are diverse within our segments including high profile and/or key accounts.

    Role Responsibilities:

    • Provide world class service in handling and resolving customer enquiries
    • As the main point of contact, establish strong customer relations
    • Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning and Customer Support to solve critical customer issues
    • Identify sales and upsell opportunities to existing customers
    • Understand and explain features and benefits of Global Relay services
    • Proactively assess, clarify, and validate customer needs on an ongoing basis
    • Update and maintain Salesforce CRM


    • Undergraduate degree
    • 2+ years of account management or related experience, ideally in the information technology sector with an understanding of cloud solutions
    • Demonstrated ability to assess customer needs and deliver appropriate solutions
    • Proven track record of successful account management
    • Professional business manner with the ability to comfortably 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 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

    To Apply:

    Think you're a great fit for this job? Apply today with your cover letter and resume in one PDF document . No phone calls please. Applicants must be eligible to work in Canada.


    Posted: November 11, 2018
    Closes: January 10, 2019
    Email Address:
    Company Info
    201-500 employees

    Connect with employer:

    About Global Relay

    Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics for the global financial sector. We deliver services to 23,000 customers in 90 countries, inclu...