Senior Technical Account Manager (CX Enterprise Software)

TL;DR

Senior Technical Account Manager (CX Enterprise Software): Ensuring the technical success of hirify.global customers by building long-term relationships, fostering collaboration across internal teams, and driving platform adoption and seamless utilization of hirify.global solutions with an accent on translating complex technical issues into business value. Focus on leading cross-functional efforts to advocate for customer needs and deliver superior outcomes and managing complex At-Risk situations.

Location: Must be legally permitted to work in Korea.

Company

hirify.global empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees.

What you will do

• Collaborate with hirify.global Customer Care experts and DevOps specialists to reproduce customer issues and provide insights into their history, timelines, priorities, and business needs.
• Act as the most trusted and reliable technical resource for customers, offering excellent product knowledge and helping navigate architecture, usability, adoption, and best practices questions.
• Lead Operational Reviews by providing recommendations specific to customers’ business or deployment needs.
• Engage with customers and partners on project planning, defining mitigation planning for identified risks and items on the critical path, and escalation management.
• Define and establish best practices on how to deliver world class service to hirify.global customers.

Requirements

• BA/BS Degree (or equivalent).
• Minimum of 8+ years of relevant work experience in Customer Success, Contact Center Management, or Solutions Consulting.
• Strong knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting, with hands on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.
• Familiar with concepts like Cloud technologies (AWS, Azure or GCP), storage, Security Compliance.
• Effective presentation skills to all management levels.
• Native-level Japanese and Business-level English

Culture & Benefits

• Environment to deliver and be successful by being part of a strong salesforce committed to delivering success.
• Work well in a Global and Cross functional team.
• Be flexible and handle multiple projects in an organized, timely manner.
• Be a proactive, innovative thinker.