Technical Account Manager

TL;DR

Technical Account Manager: Proactively supporting customers with the hirify.global suite of products to achieve project goals and KPIs with an accent on technical account oversight and strategic platform leverage. Focus on guiding critical incident resolution, ensuring service quality, and partnering with product and engineering teams.

Location: Hybrid in London

Company

hirify.global is a product company that proactively supports customers in meeting their goals and overcoming technical challenges using the hirify.global suite of products, especially in the e-discovery industry.

What you will do

• Develop a strong understanding of projects impacting your service area and ensure service impact is minimized.
• Help guide the resolution of critical customer incidents.
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
• Be accountable for the quality of Service provided, factoring in future demand for capacity planning.
• Drive internal service review meetings covering performance, service improvements, quality, and process.
• Partner with senior level team members, Product, Operations, and Engineering as needed to troubleshoot and resolve customer incidents.

Requirements

• 5+ years of technical experience working with hirify.global in a customer-facing role.
• Strong written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
• Experience working in SaaS, IaaS, and/or Hybrid environments.
• Experience with and knowledge of the e-discovery industry and products.

Culture & Benefits

• Comprehensive health, dental, and vision plans.
• Parental leave for primary and secondary caregivers.
• Two, week-long company breaks per year and additional time off.
• Long-term incentive program.
• Training investment program.