Senior Technical Account Manager

TL;DR

Senior Technical Account Manager (SaaS/CX): Driving technical success and platform adoption for enterprise clients with an accent on complex CX solution architecture, risk management, and cross-functional leadership. Focus on resolving critical service disruptions, aligning product roadmaps with business needs, and serving as a strategic advocate between customers and internal product teams.

Location: Based in Vimercate, Italy (Hybrid)

Company

hirify.global is a leading global provider of AI-powered Experience Orchestration platforms that enable organizations to improve customer loyalty and operational efficiency.

What you will do

• Serve as the primary technical resource for customers, guiding them through architecture, adoption, and best practices.
• Collaborate with Customer Care and DevOps teams to troubleshoot and resolve complex technical issues for enterprise accounts.
• Lead operational reviews and provide proactive recommendations based on business deployment needs.
• Act as a liaison between customers and Product Management to influence roadmap strategy and feature prioritization.
• Develop and track project plans for risk mitigation and strategic initiatives on the critical path.
• Create technical training documentation and provide executive-level updates to stakeholders.

Requirements

• Fluent in English (C1 equivalent)
• Minimum 5 years of professional experience in Customer Success, Contact Center Management, or Solutions Consulting.
• Strong technical background in cloud contact center technologies (IP Telephony, IVR, Routing, Reporting).
• Proven experience with enterprise-level escalation and risk management processes.
• Practical knowledge of AI/Machine Learning, networking, OS administration, and database management.
• Excellent project management skills with the ability to lead parallel complex assignments.

Nice to have

• Practical knowledge of scripting languages, specifically Python.
• Experience in high-level conflict negotiation and multi-cultural collaboration.

Culture & Benefits

• Comprehensive benefits package comparable to leading global tech companies.
• Environment that prioritizes employee independence, ownership, and cross-functional collaboration.
• Commitment to continuous improvement and innovation within a fast-paced environment.
• Diverse and inclusive workplace culture valuing empathy and mutual respect.