About Global Relay
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.
Global Relay is a career-building company that offers competitive compensation, benefits, and opportunities for growth. We value diversity and inclusion and foster a work environment that encourages collaboration and learning, free of barriers.
Your Role
The Technical Account Manager (TAM) – EMEA is a senior, customer-facing technical role responsible for owning the post-sales technical relationship for Global Relay’s strategic and enterprise customers across EMEA. Operating as a trusted technical advisor, the TAM partners closely with customer stakeholders, Account Management, Support, Product, and Engineering to ensure successful onboarding, strong product adoption, regulatory alignment, and long-term customer retention. This role is particularly critical in EMEA due to the complex regulatory landscape, diverse customer maturity levels, and multi-jurisdictional requirements. The TAM balances deep technical credibility with strong stakeholder management to deliver consistent, high-quality outcomes at scale.
Responsibilities
* Customer Technical Ownership
o Act as the primary technical point of contact for assigned EMEA enterprise and strategic customers
o Build deep understanding of customer business models, regulatory obligations, and technical environments
o Establish trusted relationships with stakeholders ranging from technical practitioners to senior compliance, risk, and technology leaders
* Onboarding, Adoption & Optimisation
o Provide technical oversight and guidance during onboarding and implementation, ensuring smooth transition into steady-state operations
o Advise customers on best practices for configuration, integrations, data flows, and operational usage of Global Relay solutions
o Drive product adoption and optimisation aligned to customer compliance and business objectives
* Proactive Account Management
o Proactively monitor customer health indicators, usage patterns, and service performance
o Identify risks, adoption gaps, or upcoming changes that could impact customer success
o Lead regular technical account reviews, sharing insights, KPIs, and forward-looking recommendations
o Support strategic account reviews with insights from day-to-day management of the account and regular technical reviews
* Escalation & Cross-Functional Leadership
o Own and coordinate technical escalations, partnering with Support and Engineering to drive timely resolution
o Serve as the customer advocate internally, ensuring issues, feedback, and enhancement requests are clearly represented
o Collaborate with Product teams to influence roadmap priorities based on EMEA customer and regulatory needs
* Commercial & Retention Support
o Partner with Customer Success on renewals, expansions, and retention risk mitigation
o Provide technical input into renewal discussions, risk assessments, and customer success plans
o Support commercial growth by identifying opportunities for increased product usage or additional capabilities
* Thought Leadership & Enablement
o Contribute to internal and external documentation, best practices, and enablement materials
o Stay current on EMEA regulatory developments and emerging industry trends
o Act as a subject-matter expert within Client Services for Global Relay’s EMEA customer base
* Success Measures
o Customer satisfaction, retention, and renewal outcomes
o Successful onboarding and sustained product adoption
o Reduction in reactive escalations through proactive engagement
o Quality and effectiveness of technical account reviews and success planning
o Strong cross-functional collaboration and internal stakeholder feedback
About You
* 4–8+ years in a technical, customer-facing role such as: Technical Account Manager; Customer Success Engineer; Solutions Engineer / Technical Consultant; Senior Technical Support (enterprise-facing)
* Strong understanding of SaaS platforms, cloud architectures, APIs, and enterprise integrations
* Experience working with regulated industries, ideally financial services, legal, or compliance-driven environments
* Proven ability to manage complex stakeholder relationships across multiple geographies
* Strong troubleshooting and problem-solving capability
* Excellent written and verbal communication skills, with the ability to translate technical detail into business impact
* Proven experience in partnering with account management and coordinating multiple internal stakeholders to represent the organisational response to customers’ requests
Preferred Experience (EMEA-Focused)
* Familiarity with financial services and data retention regulations, such as FCA / PRA requirements, MiFID II, GDPR, SEC / FINRA (for global customers operating across regions)
* Experience with compliance archiving and surveillance platforms, messaging, data capture, and eDiscovery solutions, API-based integrations and authentication models
* Experience supporting customers across multiple EMEA jurisdictions
What Success Looks Like at Global Relay
A successful EMEA TAM is proactive, credible, and customer obsessed. They anticipate issues before they escalate, guide customers through regulatory and technical complexity with confidence, and act as a strong internal voice for the customer.
Work Arrangement
This role requires 5 days in office during the training and probation period and will then revert to 3 days hybrid working at our offices in London (near St Paul’s).
Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.
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.
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