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.
Your role:
As part of the Enterprise Services Team, the Data Services, Project Coordinators work in collaboration with the Onboarding Team and customer IT resources to migrate legacy communications data, provide guidance on best practices, and drive implementation progress. Data Services Specialists are trusted client advisors and project managers, helping to ensure that data migrations from both internal and external legacy client platforms are completed efficiently. This team is available 24x7 for working with customers globally. The primary function of the Data Services, Project Coordinator is to participate in the migration of our most strategic and demanding accounts, and to guide their migration projects to a successful completion.
Data Services, Project Coordinator will focus on the day-to-day management of all Enterprise Data Services projects related to Enterprise-tier customers of Global Relay, both current and prospective. These include imports, migrations, reporting, and other ad hoc enquiries. Steady state Enterprise customers requiring additional migration or non-routine Data Services requests will continue to work with the Enterprise Data Services Specialists. Working collaboratively as part of the Enterprise Services Team, the Data Services, Project Coordinator will assist in the mentoring of internal resources, and championing Enterprise Data Services requirements throughout the development cycle of Product releases
Your responsibilities:
- Provide world class customer service in the deployment of Global Relay services and resolving customer enquiries.
- Build strong relationships with Customers, Partners, and other Global Relay Teams.
- Manage client and internal projects in an efficient and professional manner.
- Handling of Enterprise import, migration, retention, and other ad-hoc Data Services requests.
- Write and create scripts and/or macros to aid with import processing, reporting, or other Data Services process steps.
- Provide accurate ETAs based on the volume of requests in the Enterprise Data Services queue.
- Troubleshoot processing errors.
- Ensure any Enterprise Data Services requests or issues raised are addressed in a timely manner, including those that may require development work.
- Ensure overall project objectives or case requirements and target dates are clearly understood, prioritized, and communicated to all teams.
- Coordinate with different customer-facing and development teams to ensure that committed deliverables are on track and delivered to the customer on time.
- Contribute to regular status meetings with the customer to ensure that all outstanding Data Services topics are discussed, updated, and recorded in meeting minutes for customer and internal circulation.
- Ensure all terms and conditions from Order Forms, Contracts, Service Level Agreements, or Statements of Work are accurately implemented.
- Provide regular updates on developments / progress with Enterprise account issues to all pertinent stakeholders.
- Provide ongoing recommendations for the improvement of processes, tools, or systems related to the management of major accounts.
- Ensure product updates are cascaded into the team’s knowledge base and to client facing documentation.
About you:
- Post-secondary education (minimum of an undergraduate degree is preferred).
- 3+ years Technical, client facing enterprise administration experience
- Demonstrate knowledge and experience in project planning and project management techniques and tools.
- Strong understanding of message flow, email protocols, messaging formats, and file management systems preferred.
- Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette.
- Adaptable to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
- Ability to understand technical as well as business requirements and accurately capture technical notes.
- Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience, as well as independently
- Strong analytical and problem-solving skills with significant attention to the smallest details.
- Proficiency with MS Windows and command line interface, Microsoft Office Suite (Excel, Word, PowerPoint). Ability to create and run Excel Macros. Create and run Bash, Shell, and PowerShell scripts to automate tasks.
Working Conditions:
Enterprise Data Services coverage is needed 24x7, leveraging a follow-the-sun model. Specialists are required to work professional work days. Weekend and off-hours availability for scheduled activities, urgent customer implementation requests and ad hoc escalations may be required.
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.
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.
