Customer Success Analyst

TL;DR

Customer Success Analyst: Providing customer-specific analysis and managing escalations to improve service fidelity and profitability with an accent on SLA management, data integrity, and cross-functional collaboration. Focus on resolving customer issues efficiently, maintaining client relationships, and supporting operational performance.

Location: Belgrade, Serbia

Company

hirify.global is a global leader in expanding financial access, optimizing branch operations, and maximizing self-service availability for financial institutions and retailers worldwide.

What you will do

• Serve as point of contact for client interactions and customer escalation management
• Prepare reports and ensure accurate SLA and performance metrics
• Maintain customer data integrity for service delivery and billing
• Coordinate problem resolution involving internal teams and update customers
• Manage client expectations and communicate SLA requirements
• Participate in vendor and customer meetings as needed

Requirements

• Location: Belgrade, Serbia
• English: Proficient verbal and written skills required
• University degree or 1 year experience in analytical/customer service role
• Availability to work US time zones and non-standard business hours
• Strong communication and analytical skills
• Proficiency in Microsoft Word and Excel

Nice to have

• Knowledge of Salesforce, SAP EDW, Oracle systems, and related tools

Culture & Benefits

• Private health insurance and life, accident & disability insurance
• Employee referral bonus program and wellbeing resources
• Baby bonus and discounts at partner companies
• Opportunities for internal career advancement