Lead Technical Account Manager

TL;DR

Lead Technical Account Manager: Resolving complex technical problems and providing excellent customer service to key CX customers, ensuring their success with CX solutions. Focus on managing high-stakes issues, maintaining customer satisfaction, and ensuring retention.

Location: USA - Remote

Company

hirify.global Ltd. delivers extraordinary customer experiences, fights financial crime and ensures public safety.

What you will do

• Take ownership of key customer relationships, engaging before go-live to ensure customer success.
• Resolve complex technical problems and provide excellent customer service to specific key accounts.
• Maintain effective relationships with assigned accounts, holding regular discussions to review open issues and ensure solutions meet their needs.
• Ensure technical challenges are handled properly by partnering with Technical Support, Professional Services, Product Management, and Engineering.
• Be accountable for customer satisfaction, retention, and referenceability.

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.
• 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).
• Solid understanding of TCP/IP and internet fundamentals.
• Competent in database and SQL concepts and scripting.

Culture & Benefits

• Join a market-disrupting, global company with a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Opportunity to learn and grow.