VP, Client Services

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Who we are:

For over 25 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 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 career-building 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.

The role:

The Vice President Client Services is a senior executive responsible for shaping and executing the technical support strategy across 20000 global customers at Global Relay a leading provider of compliant SaaS solutions. Operating within highly regulated environments this leader owns the evolution of a 75 person worldwide support organization to deliver exceptional responsive and proactive customer service that drives customer satisfaction retention and growth. The successful candidate will be responsible for ensuring that our mission-critical compliant SaaS solutions meet the highest standards of quality reliability and performance at enterprise-scale to meet their business needs.

This opportunity is about leading transformational and strategic change in one of Global Relays most critical functions. You will redefine operating models demonstrate visionary leadership and scale a high-performing support organization partnering with leaders across Product Customer Success DevOps Operations Sales and Engineering.

The regional Directors Client Services will report into the VP Client Services.

Key responsibilities:

Executive Leadership & Strategy

Lead the global Client Services team which currently consists of Technical Support Provisioning and Migration.
Ensure the global Client Services organization delivers industry-leading service quality rapid resolution times and high customer satisfaction.
Define the global vision and strategy for Client Services ensuring alignment with fintech regulatory requirements and enterprise-level goals.
Build and scale a global operating model that supports a diverse customer base including regulated financial institutions and enterprise clients.
Lead long-term planning related to service innovation operational performance and digital transformation.
Partner with executive leadership to influence product risk compliance and technology roadmaps.

Global Team & Organizational Leadership

Oversee organizational design resource allocation geographic distribution and talent strategy for global client service operations.
Lead senior managers technical leaders and customer-facing professionals across multiple regions and time zones.
Build a culture of accountability operational excellence and customer-centricity.
Build strong global teamwork operational maturity and measurable improvements in efficiency and customer experience.
Oversee HR operations of the Client Services department including recruitment performance management leadership development and succession planning.

Customer & Stakeholder Engagement

Serve as the executive escalation point for enterprise and strategic customers ensuring customer needs are addressed swiftly and effectively.
Strengthen strategic partnerships with key customers driving retention trust and long-term value creation.
Drive continuous improvement initiatives that enhance customer satisfaction service quality and operational efficiency.

Program Project & Change Leadership

Sponsor and manage enterprise-wide projects related to service delivery data security systems migration automation and operational transformation.
Oversee global change management to ensure consistent high-quality service transitions and customer communications.

Required Qualifications

15 years of senior management experience ideally in a global fintech SaaS or enterprise technology environment.
Extensive experience supporting Enterprise scale customers.
Ability to work across time zones and travel frequently.
Exceptional executive communication and relationship-building skills; effective with C-suite stakeholders and enterprise clients.
Strong analytical and strategic thinking skills with proven experience using data to drive decisions.
Expertise in organizational design change management and operational transformation.
Demonstrated ability to manage high-pressure situations escalations and mission-critical service environments.
High degree of leadership maturity business acumen and ability to influence in a matrixed global organization.

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 and short-term / long-term disability insurance. 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.

For employees based at our New York office we provide additional perks and amenities to enhance your work experience including a subsidized meal program courtesy of our in-house culinary team!

Base salary range

$170000$250000 USD

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 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.

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

Required Experience:

Exec

Who we are:For over 25 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 worlds most highly regulated firms giving them gre...