Global Relay · 2 hours ago
VP, Client Services
New York, NY
Full-time
Hybrid
Director/Executive
$170K/yr - $250K/yr
15+ years expGlobal Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. The Vice President, Client Services is a senior executive responsible for shaping and executing the global strategy for Client Services, ensuring service delivery meets the highest standards of security, compliance, and customer experience.
EdiscoveryEnterprise Software
Responsibilities
Lead the global Client Services team, which currently consists of Technical Support, Enterprise 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, 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
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
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
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
Qualification
Required
15+ years of senior management experience, ideally in a global fintech, SaaS, or enterprise technology environment
Demonstrated success leading large, distributed, customer-facing organizations with significant operational complexity
Extensive experience supporting Enterprise scale customers
Experience scaling teams, processes, and systems in a rapidly growing global enterprise
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
Benefits
Comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance
Annual allotted vacation days, which increase based on tenure
Paid sick days
Maternity/parental leave enhanced program
Commuter benefits
Corporate bonuses
401(k)-retirement plan with company contribution matching
Subsidized meal program, courtesy of our in-house culinary team
Company
Global Relay
Global Relay offers compliance messaging and message management, including archiving, audit and e-discovery for the financial sector.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Warren Roy
CEO & Founder
Alex Viall
Chief Strategy Officer (CSO)
Recent News
2025-11-12
2025-10-27
Company data provided by crunchbase