Intermediate Implementation Specialist

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 world’s 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. It’s 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. Your role As an Implementation Specialist joining our growing team, you’re a bright, energetic individual bringing with you your hybrid skillset: technical savvy and great communication (written and verbal), all underpinned with solid business and commercial acumen. You’ll be working on SaaS / cloud-based implementations, juggling multiple customers at one time, leading their technical and / or business stakeholders through the setup and onboarding to Global Relay’s Compliance product suite. Excelling at this role means providing the customer with a seamless experience in terms of implementation and on-boarding, navigating the resolution of technical issues as they arise and providing excellent customer service every step of the way. You’ll find yourself in a supportive environment that encourages growth and continual learning, both personally and professionally. Your responsibilities Implementing and onboarding global customers onto Global Relay’s product suite, navigating technical challenges and being the ‘face’ of Global Relay Maintaining a high standard of communication and customer service throughout the entire onboarding process Strong personal organization and management; juggling priorities, meeting deadlines, and setting expectations, both externally and internally Working effectively as a key member of a wider team during customer onboarding with a shared goal of success; collaboration with other teams and specialisms is key to your success Actively contributing to the Implementation team’s knowledge base and learning Working with Sales team as, and when, required to assist with pre-sales, POCs (Proof Of Concepts) as well as providing any other technical expertise required Submitting and maintaining ownership of issues to our internal support, DevOps, and Product teams to resolve technical issues encountered during Implementation that require further investigation / analysis About you 1 to 3 years of experience in SaaS “hands on” implementation, configuration and setup or equivalent is required Goal-oriented self-starter who can work independently as well as excel in a team environment with minimal supervision General understanding of domains, networking principles, message flow, and email protocols is required Excellent interpersonal and communication skills with top-drawer telephone and email etiquette Ability to work on several projects concurrently, with good quality results and high attention to detail Strong analytical and problem solving skills Exposure to various hosted and cloud-based email providers (i.e. Microsoft 365 & Hosted Exchange, G Suite amongst others) particularly around journaling, is a strong asset Knowledge and familiarity with Active Directory, LDAP, SAML / SSO is also a nice to have Experience with Salesforce CRM and Confluence is desirable Compensation Global Relay advertises the pay range for this role in compliance with British Columbia’s 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 extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program. For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team British Columbia - Base salary range $60,000 — $70,000 CAD What you can expect At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll 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 www.globalrelay.com. #J-18808-Ljbffr