Customer Management Analyst II (Fintech)

TL;DR

Customer Management Analyst II (Fintech): Ensuring customer success with financial services solutions through operational and project-based tasks with an accent on service delivery analysis and relationship management. Focus on identifying gaps in service delivery, managing cross-functional resolutions, and coordinating product delivery across North American time zones.

Location: Hybrid in Belgrade, Serbia; requires flexibility to work within North American time zones (East Coast to Hawaii).

Company

Global leader in expanding financial access, optimizing branch operations and maximizing self-service availability for financial institutions and retailers worldwide.

What you will do

• Collaborate with Sales and customers to analyze reports and identify service delivery gaps.
• Oversee product installation and delivery to ensure customer satisfaction.
• Serve as the primary escalation point for complex service issues.
• Build and maintain strong relationships with key customer executives and operational teams.
• Lead scheduled operational calls and drive processes aligned with cross-functional goals.
• Coordinate with logistics, billing, and customer care to resolve operational concerns.

Requirements

• Bachelor's degree or 1–3 years of related professional experience.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
• Ability to work non-standard hours to align with North American time zones.
• Strong time management and multitasking skills in fast-paced environments.
• Broad knowledge of service delivery principles such as ITIL or LEAN.
• Effective communication skills for customer-facing interactions.

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, and disability insurance.
• Wellbeing resources and a baby bonus program.
• Employee referral bonus program.
• Extensive opportunities for internal career pathing and advancement.
• Employee discounts with hirify.global partners.