VP, Client Services
Global RelayWho 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.
The role:
The Vice President, Client Services is a senior executive responsible for shaping and executing the technical support strategy across 20,000+ global customers at Global Relay, a leading provider of compliant SaaS solutions. Operating within highly regulated environments, this leader owns the evolution of a 75+ person worldwide support organization to deliver exceptional, responsive, and proactive customer service that drives customer satisfaction, retention, and growth. The successful candidate will be responsible for ensuring that our mission-critical compliant SaaS solutions meet the highest standards of quality, reliability, and performance at enterprise-scale to meet their business needs.
This opportunity is about leading transformational and strategic change in one of Global Relay’s most critical functions. You will redefine operating models, demonstrate visionary leadership, and scale a high-performing support organization, partnering with leaders across Product, Customer Success, DevOps, Operations, Sales, and Engineering.
The regional Directors, Client Services, will report into the VP, Client Services.
Key responsibilities:
Executive Leadership & Strategy
- Lead the global Client Services team, which currently consists of Technical Support, Provisioning and Migration.
- Ensure the global Client Services organization delivers industry-leading service quality, rapid resolution times, and high customer satisfaction.
- Define the global vision and strategy for Client Services, ensuring alignment with fintech regulatory requirements and enterprise-level goals.
- Build and scale a global operating model that supports a diverse customer base, including regulated financial institutions and enterprise clients.
- Lead long-term planning related to service innovation, operational performance, and digital transformation.
- Partner with executive leadership to influence product, risk, compliance, and technology roadmaps.
Global Team & Organizational Leadership
- Oversee organizational design, resource allocation, geographic distribution, and talent strategy for global client service operations.
- Lead senior managers, technical leaders, and customer-facing professionals across multiple regions and time zones.
- Build a culture of accountability, operational excellence, and customer-centricity.
- Build strong global teamwork, operational maturity, and measurable improvements in efficiency and customer experience.
- Oversee HR operations of the Client Services department, including recruitment, performance management, leadership development, and succession planning.
Customer & Stakeholder Engagement
- Serve as the executive escalation point for enterprise and strategic customers, ensuring customer needs are addressed swiftly and effectively.
- Strengthen strategic partnerships with key customers, driving retention, trust, and long-term value creation.
- Drive continuous improvement initiatives that enhance customer satisfaction, service quality, and operational efficiency.
Program, Project & Change Leadership
- Sponsor and manage enterprise-wide projects related to service delivery, data security, systems migration, automation, and operational transformation.
- Oversee global change management to ensure consistent, high-quality service transitions and customer communications.
Required Qualifications
- 15+ years of senior management experience, ideally in a global fintech, SaaS, or enterprise technology environment.
- Extensive experience supporting Enterprise scale customers.
- Ability to work across time zones and travel frequently.
- Exceptional executive communication and relationship-building skills; effective with C-suite stakeholders and enterprise clients.
- Strong analytical and strategic thinking skills with proven experience using data to drive decisions.
- Expertise in organizational design, change management, and operational transformation.
- Demonstrated ability to manage high-pressure situations, escalations, and mission-critical service environments.
- High degree of leadership maturity, business acumen, and ability to influence in a matrixed global organization.
Compensation:
Global Relay advertises the pay range for this role in compliance with applicable 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 health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.
For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!
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.