Customer Success Manager, SMB
Customer Success Manager, SMB
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Who we are:
For over 20 years Global Relay has set the standard in enterprise information archiving with industryleading cloud archiving surveillance eDiscovery and analytics solutions. We securely capture and preserve the communications data of the worlds 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 careerbuilding company. A place for big ideas. New challenges. Groundbreaking innovation. Its 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 Customer Success Manager (CSM) works closely with Global Relays existing small/midsized 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 crossfunctional 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 fastpaced 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 problemsolving 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 worklife rhythms. We provide a comprehensive health benefits program including extended health coverage shortterm and longterm 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 theres no ceiling to what you can achieve. Its the land of opportunity for the energetic the intelligent the driven. Youll receive the mentoring coaching and support you need to reach your career goals. Youll be part of a culture that breeds creativity and rewards perseverance and hard work. And youll be working alongside smart talented individuals from diverse backgrounds with complementary knowledge and skills.
Global Relay is an equalopportunity 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 its 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 .
Required Experience:
Manager
Employment Type
Full Time
