Senior Technical Account Manager

TL;DR

Senior Technical Account Manager (CX): Taking ownership of customer relationships for key CX customers and becoming their advocate within hirify.global, focusing on resolving complex technical problems and providing excellent customer service. Focus on ensuring customer satisfaction, retention, and referenceability for all assigned accounts.

Location: USA - Remote

Company

hirify.global 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 within hirify.global.
• Resolve complex problems and provide excellent technical and customer service to specific key accounts.
• Maintain effective and productive relationships with assigned accounts, holding regular discussions to review open issues.
• Ensure all technical challenges, issues, cases, and requests are handled properly.
• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Requirements

• 8+ years in a Technical/Service role in software, telecommunications or in 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.
• Solid understanding of TCP/IP and internet fundamentals.
• Extensive software, telecommunications and IP Telephony.
• Experience using SIP signaling.
• 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.
• Chance to learn and grow every day.