About the Company
Relay Network is the innovator of a new B2C channel designed for businesses to create more valuable customer relationships. Our HIPAA-compliant, personalized channel combines the timeliness of SMS with the multifaceted experience of scrolling feeds. By delivering exactly what customers need, when they need it, in a familiar format, we help organizations guide customers through dynamic journeys that support key customer actions within critical moments such an onboarding, care management, and adherence.
Recognized by top industry analysts, Relay serves more than 100 industry-leading clients and more than 60 million end users across numerous verticals, including healthcare, financial services, and life sciences. Located in the Greater Philadelphia area, Relay is ranked one of the Top Workplaces by The Philadelphia Inquirer and prioritizes building dynamic, harmonious teams. Relay doesn't look for people who simply fit in, we look for individuals who continuously shape who we are.
Duties & Responsibilities
- Delivering high-quality software, while directly interacting with end users and customer leadership
- Serve as a trusted advisor to the customer
- Operate with a client first approach when servicing and supporting each client
- Manage multiple software implementations and projects/tasks simultaneously
- Understand and gather product requirements
- Develop and maintain a positive relationship with internal stakeholders
- Document, track, and provide support and troubleshooting assistance to resolve any issues that may arise during implementation
- Participate in the evolution of Relay's implementation process to drive productivity and output
- Assist and lead data analysis and customer configurations to ensure a smooth go-live and customer adoption
- Strong internal communication skills including ability to work with all levels of the organization (IT, Sales, Marketing, Operations, and Finance)
- Train on functionality and set clear timelines for deliverables
- Service as a member of the team, collaborating effectively to drive results under changing circumstances
- Ensure client satisfaction through follow-up, responsiveness, and thorough communication
- Assist in on-call support as part of a rotation with other colleagues
Indicators of Success
The ideal candidate will be a tenacious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will be/have:
- Detail-oriented with the ability to multitask
- Strong passion for clients, client support, and client interaction
- Excellent written and verbal communication skills
Relevant Experience
- 5+ years of software implementation and support
- Ability to work cross-functionally
- Strong analytical skills
- Ability to document and communicate requirements from clients and internal stakeholders
- Excellent time management skills
- Comfortable with change with the ability to pivot, as needed
- Excellent troubleshooting abilities and problem solving
- General understanding of solution design
- Strong project management skills, especially when managing multi-concurrent project demands
- Experience servicing stakeholders and a significant number of clients/technologies
- API and B2B/Enterprise SaaS experience, is a plus
- Salesforce/Salesforce Marketing Cloud experience, is a plus
- Comfortable in a fast-paced, start-up environment is a plus
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What We Do
We deliver frictionless customer experiences through the first dedicated CX channel built to maximize customer engagement, education and lifetime value.
