Customer Success Administrative Assistant

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.

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:
A Customer Success Administrative Assistant will play a key role within the organization to provide support to the Customer Success team. Responsibilities will include answering and triaging in-bound customer requests (phone, email, website), managing Customer Success case queues, and assisting with scheduling. Additional responsibilities include responding to billing inquiries, collection requests, customer events, monthly reporting, and other administrative tasks. A high degree of professionalism, organization, customer empathy and ability to act as a positive ambassador for the department and organization is crucial.

Your responsibilities:

• Assist and coordinate Customer Success activities by setting up phone calls, demonstrations, webinars and various correspondences between our regional teams
• Triage customer requests, cases, and schedule meetings for team members
• Answer phone calls, relay messages to appropriate departments and individuals
• Perform administrative duties in Salesforce such as data entry, client file updates, and ensuring data accuracy
• Coordinate with Global Relay's Provisioning, Support, Accounting, Training and Legal teams to respond to partner/customer inquiries and questions
• Ensure customer success processes are updated on internal Wiki
• Compose external correspondence to Global Relay customers in a professional and friendly matter.
• Follow-up on inbound Customer Success inquiries, sales demo inquiries and product questions
• Help drive and manage special projects and customer campaigns as needed
• Various other duties as projects arise

About you:

• Post-secondary education complemented by relevant work experience or training; Bachelor's Degree is preferred
• Minimum 2 years relevant customer service experience
• Excellent English communication skills, interpersonal, presentation and listening skills
• Proficient in Microsoft Office applications (Word, Excel, Access, PowerPoint & Outlook) and Confluence
• Previous experience with customer relationship management platforms such as Salesforce an asset
• Familiarity with vlookups and pivot tables helpful
• Strong work ethic with a willingness to multi-task and be flexible to take on varied responsibilities.
• Exceptional time-management and organizational & prioritizing skills with great attention to detail is essential
• Comfortable working with technology and computers and demonstrates the ability to learn new software quickly
• Ability to exercise tact and discretion and can be entrusted with confidential information
• Good judgment to proactively and independently solve problems and make decisions
• Goal-oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning; comfortable working under pressure in a fast-paced environment
• A friendly, "can-do" attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity

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, corporate bonuses, 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:: $42,000 CAD - $50,000 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.

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.

To learn more about our business, culture, and community involvement, visit