Principal Technical Account Manager

Location: USA - Remote

Company

hirify.global provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety to organizations worldwide.

What you will do

• Own relationships with key customer experience accounts from implementation and pre-go-live through ongoing operations.
• Act as a customer advocate and trusted technical advisor for large, complex, and strategic accounts.
• Resolve technically and emotionally challenging, high-stakes issues and provide advanced customer service.
• Review open issues and business needs with customers to ensure contact center solutions meet their requirements.
• Coordinate with Technical Support, Professional Services, Product Management, and Engineering to resolve cases within SLA targets.
• Drive customer satisfaction, retention, product adoption, and referenceability.

Requirements

• 10+ years of experience in a technical or service role within software, telecommunications, customer service, contact centers, or service delivery.
• Demonstrated technical problem-solving proficiency with advanced analytical and troubleshooting skills.
• Working technical knowledge of contact center software, including design and functionality.
• Experience communicating at both technical and functional levels while managing business relationships.
• Broad implementation skills across technology and analysis.
• Ability to work remotely from the USA.

hirify.global-to-have">hirify.global to have

• TCP/IP networking, VoIP, SIP signaling, telecommunications architecture, PBX, carrier, and IP telephony experience.
• Knowledge of telecom circuits, network topology, and internet fundamentals.
• Basic scripting, database, and SQL knowledge.
• Analytical, inquisitive, service-oriented, team-oriented, and friendly approach.

Culture & Benefits

• Fast-paced, collaborative, and creative working environment.
• Opportunities to learn, grow, and pursue internal career paths across roles, disciplines, domains, and locations.
• Work with a global organization operating across more than 30 countries.