Technical Implementation Specialist

6 months ago

Vancouver, Canada Global Relay Full time

**Who we are**:
For over 20 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.

**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 job**:

- 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 mínimal supervision
- Ability to work on several projects concurrently, with good quality results and high attention to detail
- Strong analytical and problem solving skills
- 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 accordance with the pay transparency laws of the province of British Columbia. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.

**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 personalized to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

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