TL;DR

Engagement Business Partner (Customer Success): Ensuring timely and high-quality responses to customer requests related to finance, service coordination, software installations, and escalations with an accent on customer engagement and business transformation goals. Focus on continuous improvement, managing cross-functional environments, and delivering exceptional customer experiences.

Company

%hirify_global% makes software that helps deliver critical services for citizens all around the world.

What you will do

Partner with the Global Head of Customer Success to develop and execute customer engagement approaches aligned to business transformation goals
Manage incoming customer requests across multiple domains including finance, services, product, engineering, and delivery
Act as a central coordination point between customers and internal teams, navigating complex, cross-functional environments
Review and quality-assure responses to ensure they are complete, consistent, and customer-ready
Identify recurring themes, issues, or bottlenecks in customer interactions and drive continuous improvement
Provide regular insights and reporting on engagement trends, response quality, and customer experience outcomes

Requirements

Proven experience in customer engagement, business partnering, or account management—ideally within a software or technology environment
Strong written and verbal communication skills, with the ability to tailor messaging for different audiences
Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment
A problem-solving mindset and a strong passion for delivering exceptional customer experiences
Experience working cross-functionally across geographically distributed teams
Familiarity with CRM systems, ticketing platforms, and collaboration tools such as Salesforce, Jira, ServiceNow, or Microsoft Teams

Nice to have

Ability to link engagement activities to measurable business outcomes (e.g. CSAT, response times, service quality)
Experience supporting organizational or service transformation initiatives
Understanding of ITIL principles and service management frameworks
Knowledge of application support, incident management, and escalation processes
Experience engaging with multiple internal stakeholders across functions and markets

Culture & Benefits

Inclusive, safe, and welcoming environment
Giving culture with benefits such as Days of Difference leave
Flexible work arrangements with technology and tools to support remote work and office collaboration