Manager, Client Services - Enterprise

Global Relay • New York, NY

83d • $100,000 - $140,000 • Hybrid

About The Position

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. We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team as the Manager, Client Services. In this role, you will lead customer-facing teams in a 24/7 environment, responsible for the team's day-to-day operations and building strong relationships with peers to execute departmental strategies. You will have the opportunity to hire, coach, and lead a growing team, reporting on key metrics, handling client escalations, and identifying opportunities to improve client experience.

Requirements

• Previous experience in a SaaS or enterprise grade organization.
• Post-secondary education (minimum of an undergraduate degree is preferred).
• 10 years SaaS support experience in a client-facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.
• Strong ability to set priorities and coordinate work efficiently and effectively.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Responsibilities

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
• Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.
• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.
• Develops a superior understanding of Global Relay Products and Services.
• Monitors and analyze support metrics, customer feedback, and system performance to drive continuous improvement.
• Manages staffing plans and work scheduling.
• Facilitates open communication between Technical Support and other departments within Global Relay.
• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.
• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.
• Manages and resolves escalations related to the support process, direct reports or product.
• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.
• Provide world-class customer experience in all parts of work.

Benefits

• Comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance.
• Annual allotted vacation days, which increase based on tenure.
• Paid sick days.
• Maternity/parental leave enhanced program.
• Commuter benefits.
• Corporate bonuses.
• 401(k)-retirement plan with company contribution matching.
• Subsidized meal program for employees based at the New York office.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Telecommunications
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees