Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Delivering technical success and platform adoption for enterprise customers with an accent on CX software architecture, risk management, and cross-functional collaboration. Focus on driving customer loyalty, resolving complex technical issues, and translating business requirements into actionable technical features.

Company

hirify.global is a global leader in AI-powered Experience Orchestration, providing cloud-based platforms that connect people, systems, and data to improve customer and employee experiences.

What you will do

• Serve as a trusted technical resource for customers, guiding them through architecture, adoption, and best practices.
• Collaborate with DevOps and Customer Care teams to resolve technical issues and provide insights into customer history and business needs.
• Lead operational reviews and provide strategic recommendations tailored to customer deployment goals.
• Act as a liaison to Product Management to influence feature prioritization and roadmap strategy.
• Manage project planning and risk mitigation for assigned accounts to ensure successful platform utilization.
• Analyze business needs and translate them into technical use cases to address client requirements.

Requirements

• BA/BS Degree or equivalent experience.
• Minimum of 3 years of experience in Customer Success, Contact Center Management, or Solutions Consulting.
• Knowledge of cloud contact center technologies including IP Telephony, IVR, routing, and reporting.
• Experience with escalation and risk management processes.
• Strong project management skills with the ability to handle multiple parallel assignments.
• Professional communication and presentation skills suitable for executive-level stakeholders.

Nice to have

• Practical knowledge of AI/Machine Learning, Network/OS administration, or Database administration.
• Proficiency in a scripting language such as Python.

Culture & Benefits

• Opportunity to work in a global, cross-functional team environment.
• Commitment to innovation and continuous improvement.
• Supportive culture that values empathy, collaboration, and personal accountability.
• Competitive benefits and perks typical of large technology companies.
• Flexibility to work in a fast-paced, evolving environment.