Senior Technical Account Manager (CX Software)

TL;DR

Senior Technical Account Manager (CX Software): Managing and advocating for key customer accounts post-purchase and implementation with an accent on technical problem resolution, customer success, and product adoption for contact center platforms. Focus on understanding customer environments, ensuring timely issue resolution, and developing long-term trusted partnerships.

Location: Remote (USA). Occasional travel (up to 25%) is required for customer site visits.

Company

hirify.global Ltd. (NASDAQ: hirify.global) is a global corporation providing AI, cloud, and digital software products used by over 25,000 businesses, including 85 Fortune 100 corporations, to enhance customer experiences, combat financial crime, and ensure public safety.

What you will do

• Be the primary point of contact and advocate for assigned key accounts, coordinating internal resources for issue resolution.
• Build and maintain strong customer relationships, reviewing open issues, understanding business needs, and sharing best practices.
• Ensure technical challenges and requests are handled efficiently, within SLA targets, and progressing towards resolution.
• Demonstrate deep product knowledge and expertise in telecommunications and contact center technologies.
• Identify customer needs, propose solutions for success, and develop presentations quantifying product usage and benefits.
• Assist customers with go-live preparations and build confidence as they begin using products in a live environment.

Requirements

• Bachelor's Degree in Computer Science, Business Information Systems or similar field or equivalent work experience.
• 6+ years in a Technical/Service role in software, telecommunications, or customer service, call/contact center, and/or service delivery.
• Demonstrated technical problem-solving proficiency and advanced troubleshooting skills.
• Excellent customer service and communication skills, both verbal and written.
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.

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

• TCP/IP networking knowledge and VoIP technology exposure.
• Comprehensive knowledge of telecom circuits, network topology, and telecommunications architecture (PBX, Carriers and VoIP).
• Understanding of basic scripting fundamentals.
• Experience using SIP signaling.
• Competency in database and SQL concepts and scripting.

Culture & Benefits

• Join a market-disrupting, global company with a fast-paced, collaborative, and creative environment.
• Opportunities for learning, growth, and internal career advancement across multiple roles and locations.
• Work with a team focused on innovation in AI, cloud, and digital.
• An equal opportunity employer committed to diversity.