Customer Success Analyst II

TL;DR

Customer Success Analyst II (Financial Services): Provide customer support and ensure success with hirify.global services and solutions through operational and project-based tasks with an accent on building relationships, analyzing reports, and driving continuous improvements. Focus on leading escalations, coordinating cross-functional teams, and resolving service issues to maximize customer satisfaction and profitability.

Location: Belgrade, Serbia (hybrid). Required to work within North American time zones, ranging from the East Coast to Hawaii.

Company

Leader in expanding financial access for financial institutions and retailers globally, headquartered in Atlanta with 20,000 employees.

What you will do

• Collaborate with sales and customers to analyze reports, identify service gaps, and oversee installations.
• Build and maintain relationships with customer executives and operational teams.
• Lead operational calls, manage escalations, and drive timely issue resolutions.
• Coordinate with delivery teams, logistics, billing, and vendors to meet requirements.
• Identify improvement opportunities and escalate new business prospects.

Requirements

• Technical/vocational certification or bachelor’s degree (or 1–3 years related experience).
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
• Strong time management, multitasking, and customer-facing communication skills.
• Ability to work non-standard hours and resolve issues with urgency.
• Broad knowledge of service delivery principles (ITIL, LEAN).

Nice to have

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

Culture & Benefits

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