Your role:

As the Enterprise Customer Success Specialist (ECSS), you will lead and manage the relationships between Global Relay's marquee customers! The ECSS engages in ongoing account management, reconciliation, upselling, and providing world class customer service. You will work closely with internal stakeholders to provide a single interface for customer inquiries. Additionally, you will be tasked with organizing and executing special projects across the Customer Success team.

Your job:

• Provide world class service in handling and resolving customer enquiries
• Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues
• Understand and explain features and benefits of Global Relay services
• Identify sales and upsell opportunities to existing customers
• Manage the ongoing relationship between Global Relay and enterprise accounts by developing strong relationships
• Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
• Leads and manages the relationship between Global Relay and clients that fall under the Major Accounts Program (MAP) and other high priority existing customer base
• Organize, and track projects and campaigns to executed by the greater Customer Success team
• Conduct phone prescreening phone interviews of potential employees then recommend to the team lead
• Participate in Global Relay forums, client visits, and conferences

About you:

• Degree or Diploma and/or 3 years of account management or customer service related experience, ideally in the information technology sector with an understanding of cloud solutions
• Demonstrates ability to assess customer needs and deliver appropriate solutions
• Professional business manner with the ability to comfortably interact with various executive business levels
• Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
• Excellent verbal and written communications skills
• Previous direct experience with Salesforce or other CRM system is highly desirable
• Resourceful with strong problem solving skills
• Enthusiastic, strong worth ethic and positive attitude
• Excellent listening, negotiation and presentation skills