Customer Success Analyst

TL;DR

Customer Success Analyst: Serving as a point of contact for client interactions, providing customer-specific analysis to improve service fidelity and customer profitability. Focus on customer escalation management, database and configuration management, and generating reports on customer performance.

Location: Belgrade, Serbia - hybrid. Needs to be available for all US Time Zones to coordinate with Customers and Account team.

Company

hirify.global is a leader in expanding financial access, optimizing branch operations, improving efficiency, and maximizing self-service availability for financial institutions and retailers globally.

What you will do

• Assist Executive Service Managers and Senior Service Analysts.
• Prepare standard reports and ensure SLA and other metrics are presented accurately.
• Ensure customer data integrity for service delivery, billing, and reporting.
• Determine next steps in problem resolution, involving internal parties and updating customers.
• Manage client expectations and service requirements.
• Attend vendor and customer meetings when required.

Requirements

• Minimum of University degree or 1 year of experience in analytical/customer services role.
• Proficient English Level (both verbal and written).
• Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
• Excellent communication skillset to interface directly with external customers and internal NCR parties.
• Analytical and/or technical experience, preferably within NCR Services.
• General computer skills required; Microsoft Word/Excel proficiency.

Nice to have

• Knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems.

Culture & Benefits

• Private Health Insurance.
• Employee Referral Bonus Program.
• Wellbeing Resources.
• Life, Accident & Disability Insurance.
• Numerous opportunities for internal career pathing and advancement.
• Discounts for employees at hirify.global partners.