Enterprise Implementation Specialist

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.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

As part of the Enterprise Onboarding team, you’ll work with customers in executing the technical onboarding of Global Relay’s services. You’ll collaborate with customer resources across the business and technical spectrum to implement services in scope, provide guidance on best practices, and drive implementation progress.   You are regarded as a trusted client advisor helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and smoothly.

Your primary function will be to participate in the provisioning of our strategic and high-end accounts and work to ensure the success of the customer’s implementation. You’ll assist in the mentoring of internal resources, and championing the Enterprise Implementation team’s requirements throughout the development cycle of product releases. 

Your Job:

• Provide world class service in implementing and onboarding global ‘Enterprise’ customers onto Global Relay’s product suite, navigating technical challenges and being the ‘face’ of Global Relay
• 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
• Work with clients to determine required workflows, and implement solution leveraging best practices
• Assist Business Development with pre-sales solution configurations and proof of concept / trial implementations
• Meaningful contributions to the Enterprise team’s knowledge base
• Manage high profile client setups independently while providing guidance to Project Managers and Business Development
• Configure (and troubleshoot, if required) Single-Sign On (SSO) and “Active Directory (AD) Sync” integrations
• Communication and liaison with a variety of technical and non-technical stakeholders
• Attend Software Development sprint demos to champion client and implementation interests to the Product team

About You:

Required:

• Post-secondary education or equivalent professional experience
• 5+ years technical and / or enterprise-level systems administration experience
• 2+ years SaaS “hands-on” customer-facing implementation experience which includes configuration, setup and technical troubleshooting
• Good understanding of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
• Effective interpretation of both business and technical requirements
• Demonstrates a history of working effectively within groups operating at different levels of technical and process experience
• Strong written, verbal, and inter-personal communication, including outstanding telephone and email etiquette
• Strong analytical and problem solving skills with high attention to detail
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio)

Desirable:

• Microsoft Exchange, Office365, and / or Google Workspace email environment experience, particularly around journaling
• MS Windows Server / workstations and command line interface knowledge
• Experience with web security appliances (i.e. IronPort, Proofpoint, Mimecast, Barracuda, Fortinet), particularly around disclaimer engines and egress filtering
• Creation and execution of Microsoft Excel macros
• Basic scripting (PowerShell, Perl, VBScript, SQL etc.)
• MCSE, MCITP, CCNA, PMP and other industry certifications

Working Conditions:

• Depending on the time zone of your customers – you’ll be, on occasion, expected to adjust working hours accordingly to accommodate their implementation
• Weekend and off hours availability required for scheduled activities, urgent customer implementation requests, and ad hoc escalations
• Due to customer-facing nature of the role, a hybrid model of working is expected

Compensation:

Annual base salary between $55,000 - $95,000, plus bonus, benefits, and 401k contributions.

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.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.