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Global Relay · 2 weeks ago

Manager, Client Services - Enterprise

New York, NY

Full-time

Onsite

Senior Level, Lead/Staff

$100K/yr - $140K/yr

10+ years exp

Global Relay has been a leader in enterprise information archiving for over 25 years, providing cloud archiving and analytics solutions. The Manager, Client Services will lead customer-facing teams, oversee daily operations, and ensure high levels of client satisfaction while managing a team of subject matter experts.

EdiscoveryEnterprise Software

H1B Sponsor Likely

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

Qualification

SaaS support experienceTechnical problem-solvingLeadership experienceCustomer service orientationCommunication skillsCollaboration skillsPerformance assessmentMentoring skillsAdaptabilityRelationship building

Required

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

Benefits

Comprehensive health benefits program

Extended health coverage

Short-term / long-term disability insurance

Annual allotted vacation days

Paid sick days

Maternity/parental leave enhanced program

Commuter benefits

Corporate bonuses

401(k)-retirement plan with company contribution matching

Subsidized meal program

Company

Global Relay

Glassdoor3.6

Global Relay offers compliance messaging and message management, including archiving, audit and e-discovery for the financial sector.

Founded in 1999

Vancouver, British Columbia, CAN

1001-5000 employees

http://www.globalrelay.com

H1B Sponsorship

Global Relay has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)