Customer Management Analyst (Financial Services)

Location: Belgrade, Serbia (hybrid); required to work within North American time zones, ranging from the East Coast to Hawaii.

Company

hirify.global provides financial access, branch optimization, operational efficiency, and self-service solutions for financial institutions and retailers worldwide.

What you will do

• Support customer success with hirify.global services and solutions while building relationships with customer executives, operational teams, vendors, and internal stakeholders.
• Understand systems, operations, policies, and customer contracts to coordinate issue resolution and execute resolution plans.
• Lead proactive operational calls, manage roadblocks and escalations, and track issues, owners, and progress through closure.
• Prepare and run customer, vendor, and internal operations meetings, including concerns related to billing, connectivity, security, and other operational needs.
• Identify out-of-scope services, new business opportunities, broader customer impacts, and continuous improvement initiatives.
• Document resolution steps and apply root-cause analysis to support process improvement, automation, and globally reusable fixes.

Requirements

• Bachelor’s degree or equivalent experience of at least 1 year.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Teams.
• Strong time management, multitasking, critical thinking, and urgent issue-resolution skills.
• Effective customer-facing communication and collaborative teamwork skills.
• Flexibility to work non-standard business hours and within North American time zones from the East Coast to Hawaii.

Nice to have

• Familiarity with Smartsheet, ServiceNow, Workday, and SharePoint.
• Experience in SaaS, digital banking, ATM/ITM, or financial services.

Culture & Benefits

• Private health insurance and life, accident, and disability insurance.
• Employee referral bonus program, wellbeing resources, and baby bonus.
• Internal career pathing and advancement opportunities.
• Employee discounts at hirify.global partners.
• Employment offers are conditional upon passing applicable screening criteria.