Customer Management Analyst II (Financial Services)

Location: Belgrade, Serbia (hybrid). The role requires working within North American time zones, ranging from the East Coast to Hawaii, and flexibility to work non-standard hours.

Company

hirify.global expands financial access by optimizing branches, improving operational efficiency, and maximizing self-service availability for financial institutions and retailers.

What you will do

• Support customer success with hirify.global services and solutions while building relationships with customer executives and operational teams.
• Analyze service reports, identify delivery gaps, document contract or policy deviations, and provide customer-specific analysis.
• Oversee installations and product delivery, coordinate delivery teams, and ensure customer requirements and satisfaction.
• Lead operational calls, customer and internal meetings, escalations, issue tracking, and timely resolution of complaints and service issues.
• Coordinate with operations, logistics, billing, customer care, vendors, and other cross-functional teams across products, billing, connectivity, and security.
• Identify root causes and continuous improvement opportunities, develop broader solutions for recurring problems, and escalate new business opportunities.

Requirements

• Technical or vocational certification, bachelor’s degree, or 1–3 years of related experience.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Teams.
• Strong time management and multitasking skills in a fast-paced environment.
• Ability to resolve issues with urgency and exercise independent judgment on less complex service issues.
• Effective customer-facing communication and teamwork skills.
• Broad knowledge of service delivery principles, including ITIL and LEAN.
• Ability to work within North American time zones from the East Coast to Hawaii and work non-standard hours.

Nice to have

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

Culture & Benefits

• Hybrid work in Belgrade, Serbia, with a fast-paced, dynamic, customer-facing environment.
• Private health insurance and life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program and discounts with hirify.global partners.
• Opportunities for internal career pathing and advancement.
• Employment is conditional upon passing applicable screening criteria.

Hiring process

• Employment offers are conditional upon passage of the screening criteria applicable to the job.
• hirify.global accepts resumes from recruitment agencies only if they are on the preferred supplier list; unsolicited agency resumes are not accepted.