Customer Management Analyst

TL;DR

Customer Management Analyst (Fintech): Managing customer relationships and ensuring service success for financial institutions with an accent on operational analysis, issue resolution, and cross-functional project coordination. Focus on aligning service delivery with customer requirements and driving continuous improvement in a fast-paced global environment.

Location: Must be based in or able to commute to Belgrade, Serbia (Hybrid). Please note the requirement to work within North American time zones.

Company

hirify.global is a leading provider of financial access solutions, optimizing branch operations and self-service availability for financial institutions and retailers globally.

What you will do

• Analyze reports to identify service delivery gaps and ensure contract adherence.
• Act as the primary escalation point for customer inquiries and service issues.
• Collaborate with cross-functional teams, including sales, logistics, and billing, to drive customer objectives.
• Lead operational calls and track status updates to ensure timely resolution of issues.
• Provide sales support throughout the contract lifecycle.
• Drive continuous improvement initiatives and diagnose root causes of recurring problems.

Requirements

• Technical/Vocational certification or bachelor’s degree, or 1–3 years of relevant experience.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
• Must be able to work North American time zones (East Coast to Hawaii).
• Effective communication and teamwork skills in a fast-paced environment.
• Knowledge of service delivery principles like ITIL or LEAN.
• Strong multitasking and independent judgment in issue resolution.

Nice to have

• Experience with Smartsheet, ServiceNow, Workday, or SharePoint.
• Background in SaaS, Digital Banking, ATM/ITM, or Financial Services.

Culture & Benefits

• Private Health Insurance and Life, Accident & Disability insurance.
• Employee Referral Bonus Program and baby bonus.
• Wellbeing resources for employees.
• Opportunities for internal career pathing and advancement.
• Discounts at company partner locations.