Strategic Account Director

Overview

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, 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 aStrategic Account Director, you will be a senior individual contributor within our Customer Success organization, responsible for managing our most complex, high-value accounts in the Tier 1 & Enterprise segment. This role is pivotal in driving long-term customer success, revenue growth, and strategic alignment between our company and global enterprise clients. Combining a deep understanding of Global Relay s products and service delivery model and customer obsession, you will own a small portfolio of top-tier accounts with multi-line of business or global scope, ensuring these relationships deliver transformational impact for both the customer and our organization.

The role requires a consultative approach, both externally with the customer to understand their business drivers and needs, and internally across our product, support, and provisioning teams to identify emerging and deeper opportunities for development.

This role demands a rare blend of executive-level partnership, strategic vision, and negotiation expertise to drive outcomes that align with the customer’s C-suite priorities and our company’s growth objectives.

• Account Strategy & Relationship Building
• Own end-to-end success for a small portfolio of top-tier accounts, prioritizing global enterprises or multi-line of business clients with complex needs and high strategic value
• Develop and execute long-term strategic account plans aligned with the customer’s C-suite objectives, business transformation goals, and Global Relay’s product roadmap
• Serve as the primary escalation point for customer challenges, ensuring cross-functional collaboration with Product, Enterprise Services, Sales, and Executive Leadership
• Build and maintain direct relationships with C-suite executives (e.g., CIOs, CTOs, CCOs) and senior stakeholders, positioning yourself as a trusted advisor and strategic partner

• Revenue Retention & Growth
• Negotiate and close complex, multi-million-dollar ARR renewals with customized financial terms, ensuring alignment with both customer and company objectives
• Identify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business, leveraging deep product and industry expertise

• Internal Advocacy & Cross-Functional Collaboration
• Partner with Product Leadership to ensure customer feedback and strategic needs inform product innovation and roadmap prioritization
• Collaborate with Sales and Marketing to co-create customer success stories, case studies, and thought leadership that reinforce our value proposition
• Represent the customer’s interests internally at the highest levels, influencing product, go-to-market, and operational strategies to align with customer needs
• Monitoring project progress by tracking activity; resolving problems; recommending actions

• 12+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales (preferably in a complex, global environment)
• Proven expertise in managing complex, high-ARR accounts with multi-line of business or global scope, including experience negotiating and closing…