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About the Role
As an Account Director, you will be a key individual contributor within our Customer Success organization, responsible for managing a portfolio of high-value, Enterprise-level accounts with significant ARR and strategic importance. This role is pivotal in driving long-term customer success, revenue growth, and strategic alignment between our company and enterprise clients. By combining a consultative approach with deep Global Relay product expertise, you will own the strategic direction and delivery for these accounts. This role requires a balance of executive-level relationship-building, technical delivery, and cross-functional collaboration to navigate complex customer needs and drive outcomes that align with C-suite priorities.
Responsibilities
- Own the end-to-end success of a portfolio of high-value Enterprise accounts, developing and executing multi-year success and growth plans aligned with customer objectives and product roadmap.
- Build and maintain direct relationships with C-suite stakeholders and senior-level decision-makers, positioning yourself as a trusted advisor.
- Serve as the primary escalation point for customer challenges, ensuring cross-functional collaboration.
- Lead in-person Executive Briefings (EBs) and Executive Business Reviews (EBRs).
- Proactively monitor account health, focusing on mitigating risk and turning high-risk accounts into high-performing partners.
- Negotiate and close complex, high-ARR renewals with customized terms.
- Identify and drive cross-sell/up-sell opportunities in partnership with Sales.
- Drive proactive engagement to address churn risks, improve satisfaction, and reinforce the value of Global Relay solutions.
- Partner with Product Leadership to ensure customer feedback informs product innovation and roadmap prioritization.
- Collaborate with Sales and Marketing to co-create customer success stories, case studies, and thought leadership.
- Represent the customer’s interests internally, influencing product, go-to-market, and operational strategies.
- Monitor project progress by tracking activity, resolving problems, and recommending actions.
Requirements
- 6+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales.
- Demonstrated success in managing high-ARR, high-complexity Enterprise accounts.
- Experience negotiating and securing high-value renewals and expansion deals.
- Strong ability to build trust and influence with senior stakeholders.
- Proven ability to define and execute multi-year success plans that drive customer satisfaction, retention, and growth.
- Ability to lead cross-functional teams and influence outcomes without formal authority.
- Comfortable working on multiple accounts and projects simultaneously.
- Experience using SalesForce or other CRM system is highly desirable.
- Ideally relevant compliance & regulations industry experience.
- Candidates must have the right to work in the UK at the time of application.
Skills
- Consultative approach
- Deep Global Relay product expertise
- Executive-level relationship-building
- Technical delivery
- Cross-functional collaboration
- SalesForce or other CRM system experience
Location
- UK
Work Type
- Full-time
Experience Level
- 6+ years
Benefits
- Competitive compensation
- Competitive benefits
- Mentoring
- Coaching
- Support to reach career goals
About the Company
- 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.
- Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation.
- We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.
- Global Relay is unable to offer visa sponsorship for this position.
Equal Opportunity
- 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.