Manager, Client Services

Overview Global Relay has set the standard in enterprise information archiving with cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Global Relay is a career-building company that offers competitive compensation and benefits. We value diversity, inclusion, and collaboration, and we strive to create an environment where employees can contribute, learn, and grow. Your role We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team. The Manager, Client Services, will lead customer-facing teams in a 24/7 environment. You will be responsible for the team’s day-to-day operations, leading a team of 6-12 experienced subject matter experts, and building strong relationships with peers to execute departmental strategies. In this role, you will have the opportunity to hire, coach and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations, and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices and maintain high client satisfaction. Your responsibilities Leads a team 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 individual strengths and contributions. Develops a superior understanding of Global Relay Products and Services. Monitors and analyzes 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. Your skills Builds strong relationships with peers and stakeholders to deliver on common goals. Goal-oriented, self-starter who can work independently and reliably with minimal supervision. Ability to work under pressure in a fast-paced environment with integrity, empathy and sincerity. Adapts quickly to changing conditions and embraces new challenges. Good judgment and prioritization skills to proactively solve problems and make sound decisions. Broad knowledge of supporting a SaaS environment. Ability to react quickly and remove roadblocks affecting team efficiency. Understands and can communicate the impact of Service Incidents to the business and customers. Leads technical recovery to mitigate and restore service during major incidents, considering all aspects of Incident Management. Identifies opportunities to improve team efficiency and effectiveness. Ensures new products, services, and features are fully supportable and meet non-functional requirements. Identifies and recruits exceptional talent to improve the team’s skillset and experience. Manages direct reports with varying levels of technical knowledge and experience. Exemplifies strong written and verbal communication skills to manage client and internal interactions. About you Successful candidates will exhibit strong communication and people management skills and act as personable relationship builders who demonstrate effective leadership through change. You will have a track record as a servant leader focused on clearing roadblocks and enabling teams to best support customers. Prior leadership experience in a customer or end-user SaaS Support environment and strong technical problem-solving abilities with a customer service orientation are required. Previous experience in a SaaS or enterprise-grade organization. Undergraduate degree 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 for working with technical and non-technical stakeholders. Strong ability to set priorities and coordinate work efficiently. Adaptability to work with multiple teams on projects with varying levels of flexibility. Working conditions Global Relay Client Services is a 24x7 team using a follow-the-sun model. Managers may be required to work outside of business hours, including weekends and statutory holidays. This is an in-office role, with flexibility as required. 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 experience, education, and professional background. The range below reflects the expected annual base salary and is one element of our total rewards package. We offer a comprehensive benefits program, including extended health, vacation, sick days, and other programs. For Vancouver-based employees, we provide a subsidized meal program. British Columbia - Base salary range: $100,000 CAD - $130,000 CAD What you can expect Global Relay offers opportunities to learn, grow, and achieve career goals. You’ll be part of a culture that rewards perseverance and hard work, with mentoring, coaching, and support from a diverse, talented team. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion, with reasonable adjustments and accommodations available as needed. To learn more about our business, culture, and community involvement, visit www.globalrelay.com. #J-18808-Ljbffr