Technical Account Manager (AI)

TL;DR

Technical Account Manager (AI): Serve as a trusted advisor to customers ensuring success with hirify.global AI and software solutions with an accent on technical communication, escalation management, and continuous improvement. Focus on building strategic relationships, managing escalations, and driving best practices in customer support and AI-driven contact center domains.

Location: Australia (Melbourne, Sydney)

Company

hirify.global is a global leader in AI, cloud, and digital software solutions serving over 25,000 businesses including Fortune 100 companies, with a strong focus on customer experience and financial crime prevention.

What you will do

• Develop expertise in hirify.global solutions and third-party integrations for assigned accounts.
• Monitor support activities ensuring SLA compliance and high customer satisfaction.
• Manage escalations and coordinate problem resolution across teams.
• Build strong relationships with customer technical teams and stakeholders.
• Identify adoption barriers and collaborate to maximize solution value.
• Mentor technical engineers and advocate customer needs internally.

Requirements

• Location: Must be based in Australia (Melbourne or Sydney)
• Minimum 5 years experience in project management, consulting, or customer success in AI or self-service software domains.
• Experience with contact center enterprise software and digital/unassisted self-service channels.
• Knowledge management expertise and familiarity with IVR, routing, ACD, workforce management preferred.
• Degree in Business, IT, or related field preferred.
• English: B2 level or higher required

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

• Experience with generative AI in customer service.
• Strong organizational, communication, and analytical skills.
• Ability to work effectively under deadlines and in diverse teams.

Culture & Benefits

• Work in a global AI and software innovation leader.
• Opportunity to impact customer success at scale.
• Collaborative and diverse work environment.
• Supportive of equal opportunity and inclusive culture.