Customer Success Analyst II

TL;DR

Customer Success Analyst II (Fintech): Managing customer relationships and operational success for NCR services with an accent on service performance monitoring, KPI delivery, and issue resolution. Focus on driving continuous improvement, facilitating cross-functional collaboration, and ensuring customer satisfaction within 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 financial access, optimizing branch operations and self-service availability for financial institutions and retailers worldwide.

What you will do

• Ensure customer success with NCR services and solutions through proactive relationship management.
• Monitor service performance, track KPIs, and manage operational tasks such as billing and logistics.
• Coordinate with internal teams to resolve product and service issues, documenting steps for process excellence.
• Conduct regularly scheduled operational calls and facilitate customer meetings.
• Identify areas for continuous improvement and escalate business opportunities to the account management team.
• Manage roadblocks and anticipate customer needs using proactive tools.

Requirements

• Bachelor’s degree or 2-3 years of equivalent professional experience.
• Must be able to work non-standard business hours aligned with North American time zones.
• Proficiency in Microsoft Office Suite, specifically Excel, PowerPoint, and Teams.
• Strong communication skills with experience in customer-facing roles.
• Ability to work in a fast-paced environment with excellent multi-tasking and time management skills.
• Strong critical thinking and problem-solving abilities.

Nice to have

• Experience with tools such as Smartsheets, Salesforce, Gainsight, ServiceNow, Remedy, Workday, or SharePoint.
• Background in SaaS, Digital Banking, ATM, ITM, or Financial Services environments.

Culture & Benefits

• Private Health Insurance.
• Life, Accident, and Disability Insurance.
• Wellbeing resources and baby bonus program.
• Employee referral bonus program.
• Opportunities for internal career pathing and professional advancement.
• Discounts at company partner locations.