Senior Technical Account Manager

TL;DR

Senior Technical Account Manager: Proactively supporting customers in meeting their goals and overcoming technical challenges using the hirify.global suite of products, with an accent on developing account plans and managing technical relationships. Focus on guiding critical incident resolution, leading technical success plans, and enhancing the product through cross-functional collaboration.

Location: Remote United Kingdom

Company

hirify.global provides a software platform designed to manage and streamline e-discovery and other legal and compliance processes.

What you will do

• Develop a strong understanding of projects impacting your service area and ensure service impact is minimized.
• Guide the resolution of critical customer incidents.
• Lead technical success plans to ensure customers have a positive and successful experience using hirify.global.
• Be accountable for the quality of service provided and factor future demand into capacity planning.
• Work collaboratively with cross-functional teams to enhance the product and create a better customer experience.
• Drive internal service review meetings covering performance, service improvements, quality, and process.

Requirements

• 5+ years in a technical role directly supporting customers.
• Prior hirify.global experience and hirify.global Certified Administrator required.
• Exhibit subject matter expert (SME) knowledge in hirify.global.
• Proven experience with SQL and Windows platform, and/or troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Ability to manage multiple projects simultaneously and prioritize based on objectives.

Nice to have

• Experience working in SaaS, IaaS, and/or Hybrid environments.
• Experience with and knowledge of the e-discovery industry and products.
• ITIL Certification.
• hirify.global Expert.

Culture & Benefits

• Comprehensive health, dental, and vision plans.
• Parental leave for primary and secondary caregivers.
• Two, week-long company breaks per year and additional time off.
• Long-term incentive program.
• Training investment program.