Global Relay is the leading provider of cloud-based electronic message archiving, supervision, and eDiscovery solutions for the global financial sector, delivering services to 18,000 customers in 90 countries. Global Relay Archive securely captures and preserves email, instant messaging, mobile messaging, Bloomberg, Thomson Reuters, Twitter, LinkedIn, Facebook and more -- with Blackberry, iPhone, iPad, Android, Outlook and Web access.
Global Relay is headquartered in Vancouver's Gastown, with offices in New York, Chicago, London, and Singapore. We strive to be a top employer and were recognized by numerous awards including Top 10 Best Companies to Work for in BC (2012 and 2011), Canada's 10 Most Admired Corporate Cultures (2013), and Deloitte's list of 50 fastest-growing companies in Canada (2013).
With over 325 employees, Global Relay is growing rapidly and looking for new talent. Global Relay provides fantastic opportunities to individuals with passion in business and technology. For those with international business aspirations, Global Relay offers invaluable exposure to doing business with some of the most influential companies in the world. Global Relay is also ideal for people who want to create cool technologies using massively scalable "big data" architecture and a strong focus on mobile.
Apply today -- we have five floors of great open space offices with a fast-paced vibe, lots of amenities, a roof top deck & BBQ, and an in-house chef, all located in the heart of Gastown near Waterfront Station. To learn more about our culture and community involvement, please visit (www.globalrelay.com).
We are looking for customer service oriented individuals with a good understanding of Software as a Service implementations and are interested in expanding their skill sets while working on exciting projects. The individual selected for this full-time position will be primarily responsible for leading external clients through setting up Global Relay's SaaS compliance products. To successfully on-board a customer, you must be able to plan, manage, and co-ordinate project implementation activities with both external and internal stakeholders representing business and technical aspects.
You will be working with business and technical decision makers of Fortune 1000 companies from the Sales phase (often in a pre-Sales capacity) through to Support and Training. Effectively communicating with clients to gain an understanding of their compliance needs and internal processes is fundamental.
Global Relay provides a supportive environment that fosters growth on both personal and career fronts. If you are outgoing, have strong attention to detail, eager to learn new technologies and have what it takes to make it through technically difficult implementations, this job is for you!
Responsible for Global Relay product suite implementations
Work with clients to determine workflows, documents, and procedures to verify proper product usage
Assist Business Development during the pre-sales phase with solution configurations and proof of concepts
Collaborate with other departments during the product implementation process
Build strong relationships with client team members, work successfully under pressure, maintain a positive attitude, and meet client project deadlines in an efficient and professional manner
Advocating customer care over customer service and progressing the team to a Centre of Excellence for the client experience
Set customer expectations, communicate internally to ensure tasks are on schedule, offer suggestions to mitigate risks to avoid delays
Establish and maintain effective working relationships with clients and staff, exercise tact and maintain company and client confidentiality
Monitors the completion of escalated tickets, ensure that tickets are completed in a timely manner and that the technical knowledge base is updated, obtain clarification from technical staff on outstanding tickets
Demonstrate knowledge and experience in project planning and project management techniques and tools
Be highly organized and work on several projects concurrently
Strong analytical and problem solving skills with significant attention to the smallest details leading to a near-error free track record
Ability to speak and write English fluently and possesses excellent interpersonal and communication skills with excellent telephone and email etiquette
Goal oriented self-starter who can work independently as well as in a team environment with minimal supervision and has an appetite for continuous learning; comfortable working under pressure in a fast-paced environment
Strong work ethic with a willingness to multi-task and flexible to take on varied responsibilities
Good judgment to proactively and independently solve problems and make decisions
General understanding of domains, networking principles, message flow, email protocols, and DNS
Has a proven history of previous successes in a setting where minimal direction was provided
Experience in SaaS implementations is ideal. Technical Customer Service or customer service call center is an asset
Familiarity with Salesforce and Confluence WIKI is a plus including the use of trouble-ticket and support information systems
Microsoft Exchange, Zimbra, and/or Domino Server experience, particularly around journaling, is an asset
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO) experience is an asset
MCSE, MCITP, CCNA, and other industry certifications are desirable
If you are interested in this position, please send your cover letter and resume in one PDF document to: email@example.com. Save your PDF using the following format "FirstName LastName (Application Date)". Reference "Implementation Specialist_GRPR117" in subject line.
No phone call please; applicants must be eligible to work in Canada.
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