Senior Manager, Technical Account Management (SaaS)

TL;DR

Senior Manager, Technical Account Management (SaaS): Leading and developing a technical account management team in the Nordics/Benelux region with an accent on service delivery, customer success, and operational excellence. Focus on driving innovation, managing cross-functional relationships, and ensuring the successful execution of technical service offers across the hirify.global platform portfolio.

Location: Must be based in the Netherlands

Company

hirify.global is a global leader in AI-powered experience orchestration, empowering organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Lead and mentor a technical team, setting direction and overseeing planning and execution.
• Define and implement strategic plans to meet evolving customer needs and operational metrics.
• Design and implement service delivery models for both cloud and premise-based solutions.
• Build and maintain strong relationships with internal departments and external partners.
• Establish and evolve key performance indicators (KPIs) to measure and improve team performance.
• Represent Customer Success during pre-sales cycles and RFP responses.

Requirements

• BS degree in Computer Science, Business, or Engineering, or equivalent industry experience.
• 7-10 years of experience managing customer-facing, business, or technical teams.
• Strong understanding of cloud-based and premise delivery models.
• Ability to travel 20%+ of the time.
• Proven ability to negotiate, manage conflict, and engage at Director and C-level.
• Knowledge of best practices in the contact center and communications industry.

Culture & Benefits

• Opportunity to work with a global leader in customer experience technology.
• Independence to make a significant impact and take ownership of work.
• Comprehensive benefits and perks package.
• Commitment to diversity, equity, and inclusion in the workplace.
• Collaborative environment focused on empathy and innovation.