Customer Experience Manager (ERP)

TL;DR

Customer Experience Manager (ERP): Providing technical expertise and deep issue analysis to diagnose, prioritize, and resolve complex customer challenges related to ERP integrations and P2P workflows. Focus on serving as a 3rd level of support, analyzing system behavior to identify root causes, and managing high-stakes customer escalations.

Location: Hybrid in Mountain View, CA, USA. Office attendance required three days a week (Tuesday, Wednesday, and Thursday).

Salary: $145,000–$155,000 and Equity

Company

hirify.global is a leader in B2B SaaS and fintech innovation, revolutionizing financial operations with AI and the procure-to-pay lifecycle.

What you will do

• Serve as the definitive 3rd level of support for complex technical issues, performing deep-dive diagnostics on ERP integrations and P2P workflows.
• Analyze incident tickets and system behavior to identify root causes, providing technical guidance and structural solutions.
• Act as the execution bridge between Customer Success, Product, and Engineering to align and deliver customer priorities.
• Manage high-stakes customer escalations and crisis situations with clear technical ownership and structured communication.
• Proactively identify critical technical risks using data and customer signals to prevent integration work from stalling.
• Distinguish true technical critical issues from noise, escalating with intent and ensuring clear technical ownership.

Requirements

• 4+ years of hands-on experience in end-to-end ERP / Financial Systems implementation projects.
• Comprehensive understanding of business processes, specifically within the Procure-to-Pay (P2P) lifecycle.
• 3+ years of experience managing high-stakes customer escalations.
• Strong ability to collaborate with external 3rd party consultants and development teams.
• Experience operating effectively in fast-paced, high-stakes environments.
• Familiarity with AI technologies, machine learning & LLM concepts.

Nice to have

• Significant experience integrating ERP and accounting systems with external SaaS platforms.

Culture & Benefits

• Hybrid work flexibility: 3 days in the Mountain View, CA office, remainder remote.
• Full medical, dental, and vision insurance with 401(k) + employer match.
• Access to cutting-edge AI tools, including ChatGPT Enterprise.
• Opportunities for career and personal growth with strong leadership.
• Open-concept, modern workspace within an inclusive and dynamic scale-up culture.
• Award-winning workplace culture, including Best Company Outlook, Work-Life Balance, and Compensation.