Manager, Implementations

Who 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.

Your role:

We are seeking a highly motivated, client-focused Manager, Implementations to support our Small and Medium Business (SMB) team as part of the Technical Support department.

This role is focused on providing direction and strategic insight to maximize growth and innovation for the Implementations team. Your primary function will be to ensure the success of Global Relay’s implementation processes providing leadership and mentorship to the team and wider business. You will be focused on the day-to-day management of all SMB implementation activities; you will lead the front-line team responsible for implementing clients on the Global Relay platform. This includes managing intake, workflow and overall execution to ensure the highest levels of client satisfaction.

The Manager, Implementations is front and centre in the development of all implementation resources, maintain the highest grade of service, with the goal of exceptional client satisfaction and project completion. They oversee the recruitment and training of resources to ensure the Implementation team has suitably experienced resources.

Your responsibilities:

• Be front and centre in the development of implementation resources, maintain the highest grade of service, with the goal of exceptional client satisfaction and project completion.


• Provide leadership and coaching through 1 on 1, performance management and compensation reviews.


• Participate or lead recruitment, role definition, and interviews.


• Work with sales, application development, and support teams to achieve a state-of-the-art environment that meets current and future business objectives.


• Act as an escalation point for all team members and as a primary point of contact for other departments at Global Relay.


• Proactively work with the teams to identify priority items and have them addressed in the required timeframe.


• Ensure product updates are cascaded into the department’s knowledge base and to implementation documentation.


• Collect and assess implementation metrics, with the aim of reviewing operational performance to determine opportunities for service delivery improvement.


• Work with cross-functional teams to ensure project objectives, implementation plans, escalation processes, and timelines are prioritized and meet deadlines


• Contribute to the team’s strategic direction by generating innovative ideas and process improvements and take ownership of their execution


• Use qualitative and quantitative data to perform post-implementation reviews with cross-functional counterparts.


• Monitor project progress and provide regular updates to stakeholders.


• Ensure effective handover from implementation to steady state through clear documentation, knowledge transfer, and operational readiness.

About you:

• Post-secondary education (minimum of an undergraduate degree is preferred).


• 5+ years leading SaaS implementations in a client-facing role.


• 5+ years progressive people management experience.


• Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette.


• Strong analytical and problem-solving skills with significant attention to detail.


• Experience with Salesforce and Confluence including the use of case management workflows.


• Financial Industry or fintech experience is an asset.

Working conditions:

• This role is full time on site at the Vancouver office


• This role requires on-demand availability during off hours and statutory holidays

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.