Customer Success Manager at Relay

Raleigh, North Carolina, United States

Relay Logo
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, Hospitality, Manufacturing, EducationIndustries

Requirements

  • Experience managing B2B customer accounts, particularly Mid-Market accounts
  • Understanding of customer success principles and best practices
  • Strong communication and interpersonal skills
  • Ability to build relationships with customers and understand their needs
  • Product knowledge in cloud solutions, hardware, and software (specifically Relay’s product line: device hardware, Relay App, Dash, and service/connectivity options)
  • Ability to identify and drive upsell opportunities

Responsibilities

  • Manage a portfolio of B2B customers, primarily frontline workers (Hospitality, Manufacturing, Education, etc.)
  • Lead customers through their customer journey, including onboarding, proactive outreach, inbound customer needs, service renewals, and supporting upgrades
  • Communicate regularly with customers to form strong relationships and understand their needs and pain points
  • Serve as the subject matter expert on Relay’s product line
  • Identify and drive opportunities for upsell of additional Relay products within existing customer accounts/locations
  • Proactively support customer needs and implement action plans

Skills

B2B Account Management
Customer Success
Relationship Building
Upsell Opportunities
Customer Onboarding
Cloud Solutions
Hardware Knowledge
Software Expertise
Proactive Outreach
Product Knowledge

Relay

Communication platform for workforce efficiency

About Relay

Relay is a communication platform aimed at improving workforce efficiency, especially for workers who do not have access to traditional communication tools or who use walkie-talkies. The platform utilizes Push-to-Talk (PTT) technology, which allows users to communicate instantly without the limitations of traditional walkie-talkies, such as limited range and security concerns. Relay includes features like GPS tracking, emergency alerts, and works on both mobile and desktop devices, all controlled through a voice interface. Unlike its competitors, Relay focuses on providing a subscription service that includes software integrations and regular updates to adapt to the changing needs of businesses. The main goal of Relay is to enhance communication for active workers, ensuring they can connect efficiently and safely.

Raleigh, North CarolinaHeadquarters
2015Year Founded
$46.7MTotal Funding
SERIES_BCompany Stage
Consulting, Enterprise SoftwareIndustries
201-500Employees

Benefits

Health, dental & vision
PTO
Paid sick leave
401(k) with 3% match
Paid parental leave
Connection & wellness credit
Equipment & tools
Flexible work environment
Free snacks & fun times

Risks

Emerging competitors like Apiture and Vantaca threaten Relay's market share.
Rapid AI translation advancements by others could outpace Relay's TeamTranslate feature.
Reliance on Series B funding may lead to financial instability if growth targets aren't met.

Differentiation

Relay offers real-time language translation for frontline teams, enhancing communication efficiency.
The platform integrates GPS tracking and emergency alerts, ensuring worker safety and coordination.
Relay's voice interface eliminates the need for traditional bulky walkie-talkies, improving mobility.

Upsides

Relay's Series B funding of $35M supports growth in productivity and safety features.
The demand for cloud-based communication platforms is rising, benefiting Relay's scalable solutions.
Advancements in voice interface technology enhance Relay's user interaction and accessibility.

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