Customer Management Analyst

TL;DR

Customer Management Analyst (Fintech): Managing customer success and operational relationships for financial services solutions with an accent on issue resolution, contract adherence, and cross-functional collaboration. Focus on driving continuous improvement, diagnosing complex operational impacts, and ensuring service consistency across North American time zones.

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

Company

hirify.global is a global leader in expanding financial access, optimizing branch operations, and maximizing self-service availability for financial institutions and retailers.

What you will do

• Build and maintain strong relationships with key customer executives and operational teams.
• Lead proactive operational calls and own issue resolution through to closure.
• Identify and report out-of-scope services while managing roadblocks.
• Coordinate cross-functional activities with logistics, billing, and customer care teams.
• Analyze customer-specific data to enhance satisfaction and maximize profitability.
• Document resolution steps to support process improvement and automation.

Requirements

• Bachelor’s degree or 1-year equivalent experience.
• Must be able to work North American time zones (East Coast to Hawaii).
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
• Strong time management, multitasking, and critical thinking skills.
• Effective customer-facing communication and collaborative team player.
• Flexibility for non-standard business hours.

Nice to have

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

Culture & Benefits

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