Lead Technical Account Manager

TL;DR

Lead Technical Account Manager: Taking ownership of customer relationships and resolving complex technical problems while providing excellent customer service to key accounts. Focus on ensuring customer success, satisfaction, and retention by acting as their advocate and trusted advisor within the company.

Location: USA - Remote

Company

hirify.global Ltd. software products are used by 25,000+ global businesses to deliver extraordinary customer experiences, fight financial crime and ensure public safety.

What you will do

• Take ownership of customer relationships for key CX customers and become their advocate, ensuring their success.
• Resolve complex problems and provide excellent technical and customer service to specific key accounts.
• Hold regular discussions with assigned accounts to review open issues and ensure CX solutions meet their needs.
• Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets.
• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Requirements

• 10 years in a Technical/Service role in software, telecommunications, or customer service.
• Demonstrated technical problem-solving proficiency.
• Excellent analytical and advanced troubleshooting skills with end-users/customers.
• Working technical knowledge of contact center software/design/functionality.
• Broad skills in both technology & analysis; experience in communicating at a technical and functional level.

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

• TCP/IP networking knowledge and VoIP technology exposure.
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48.
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
• Understanding of basic scripting fundamentals.
• Competent in database and SQL concepts and scripting.

Culture & Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.