Senior Manager, Enterprise Relationships

Job purpose:

Global Relay offers the most secure, compliant data storage facilities and captures a wider range of email, social and app-based communications than any other vendor in the financial services sector.  This premium level product offering rated industry leader 9 years running (Gartner, 2022) requires white glove customer service. All of our accounts have a designated account manager, and this requires a high touch environment for our largest Enterprise customers, whether global banks, prime broker-dealers, hedge funds or FinTech’s.  Accordingly, we have a minimal, low, single-digit customer loss rate and the majority of our customers not only renew, but also further expand their account base.  This level of water-tight customer support requires a special team, and our customer success staff are very committed to their work.  Within that team some staff manage our large base of SMB accounts, while some staff require deeper product, process and systems knowledge to manage our complex accounts, who process huge volumes of data in a secure and compliant end to end workflow.

The Senior Manager, Enterprise Relationships, Enterprise Account Management dedicated to intensive support of our top UK/Euro accounts.  This person will work to enhance Global Relay's go-to-market strategy, expand our revenue base in these key assigned Enterprise key accounts.

The position will provide ongoing support to Global Relay’s top customers throughout their lifecycle. With a deep subject matter expertise of Global Relay's services and architecture, the Senior Manager, Enterprise Relationships will continually engage, uncover and discover the real data needs in the trading, messaging, compliance and record-keeping ecosystem of our biggest clients.  And will continually develop and refine a program of support and engagement on our solutions, with a hard-core emphasis on user-experience.

The role requires a consultative approach, both externally with the customer to understand their business drivers and needs, and internally across our product, design, and provisioning teams to identify emerging and deeper opportunities for development.

The ideal candidate has prior experience leading complex engagements with Enterprise customers and has the ability to work cross-functionally on multiple customer, process and system projects simultaneously.

 

Duties and responsibilities:

Customer, Product, Process

• Accountability for ensuring long term relationship with Enterprise customers
• Setting clear expectations on product and service capabilities and performance
• Managing information exchange for existing products and feature requests
• Monitoring & escalating steady state concern to MAP and facilitate response actions working with the appropriate internal resources
• Actively engaging with customers throughout the relationship lifecycle to optimize service quality
• Work across multiples teams to secure renewals and close upsell opportunities within assigned accounts
• Staying current with Global Relay's product roadmap to identify new upsell opportunities for Enterprise customers
• Contributing to the development and enhancement of Global Relay products and services, including Stakeholder reviews
• Being a subject matter expert for post-sales engagements
• Acting as a liaison between customer and Product teams
• Monitoring project progress by tracking activity; resolving problems; recommending actions
• Ensuring steady state requests are comprehensively and accurately documented on internal systems (e.g. Wiki; Salesforce, Miro, Product Board, Jira)
• Assisting the customer and internal teams with complex problem solving; advise on complex cases; attend client calls; troubleshoot and report
• Focusing on escalations/customer complaints/incidents, enterprise cases, work flow efficiencies and process development
• Developing relationships with internal stakeholders to promote improvements to existing services and prioritize new feature enhancements based on customers’ needs
• Representing the customer (in alignment with Sales, Customer Success, PMO and other customer-facing teams) in internal technical reviews and presentations

Qualifications:

• Minimum of 3 years of experience in SaaS implementations and customer facing roles
• Prior experience leading complex engagements with Enterprise customers
• Prior experience in direct sales or solid understanding of the sales cycle/process
• Goal oriented self-starter who is highly organized with great attention to detail and demonstrates creativity, resourcefulness and leadership.
• Prior people management experience is a plus
• Ability to work cross-functionally on multiple customer, process and system projects simultaneously