Customer Management Analyst (Fintech)

TL;DR

Customer Management Analyst (Fintech): Managing customer success and service delivery for financial institutions with an accent on operational efficiency and relationship management. Focus on analyzing service gaps, leading cross-functional resolution teams, and ensuring product delivery consistency across North American time zones.

Location: Hybrid in Belgrade, Serbia. Must be able to work within North American time zones (East Coast to Hawaii).

Company

A global leader in financial access, optimizing branches and 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 service issues and customer complaints.
• Lead operational calls and cross-functional meetings to resolve roadblocks and track status.
• Maintain strong relationships with customer executives and internal operations teams.
• Identify opportunities for continuous improvement and develop global solutions for recurring problems.

Requirements

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

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.
• Wellbeing resources and Baby Bonus.
• Employee Referral Bonus Program.
• Numerous opportunities for internal career pathing and advancement.
• Discounts for employees at hirify.global partners.