Customer Success Operations Analyst

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:

The Customer Success Operations Analyst plays a vital role in ensuring the seamless transition of data, applications, and systems across data archiving platforms. This position requires technical expertise with strong analytical and project management skills to collaborate effectively with stakeholders and ensure successful migrations and completion of projects and campaigns in the Customer Success organization.

Your responsibilities:

• Manage multiple complex projects and delivery of change and/or transformation across the business
• Collaborate with cross functional teams such as Provisioning, Data Services, and Support to plan and drive efficient and comprehensive data migrations that align with proposed scope, timeline, and resources
• Resolve issues and delays that arise considering data security, compliance and business continuity during the migration phase
• Work with diverse skillsets to serve client needs across large/complex organizations
• Influence internal stakeholders to prioritize Customer demands appropriately
• Support digital transformation and convey key concepts and principles to internal stakeholders at multiple levels of seniority
• Ability to organize and lead meetings, working sessions, and elicit business requirements with minimal supervision
• Manage and drive campaigns across the entire customer base
• Automate and scale customer engagement and projects
• Work on multiple projects across multiple customers

About you:

• 3+ Years experience in Customer Success, Implementation, Onboarding, or Provisioning
• Experience with Miro, Confluence or other project management tools
• Experience creating process flows and change management
• Ability to create dashboards and reports using Salesforce and Excel
• Prior experience in working in consulting firms or technology vendors within financial services preferred
• Excellent communication skills and demonstrating breadth and depth of knowledge
• Strategic and customer focused mindset and problem-solving skills
• Positive and flexible attitude to work and a willingness to embrace new initiatives
• High level of drive, commitment to achieving solutions and ability to work under pressure
• Intellectual strength / flexibility to rapidly understand complex problems, apply critical thinking, and proactively build workable solutions which can then be delivered

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

$65,000—$90,000 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.