Customer Management Senior Specialist (Fintech)

TL;DR

Customer Management Senior Specialist (Fintech): Managing operational health and delivery excellence for high-value clients with an accent on relationship management and KPI optimization. Focus on driving project execution, conducting QBRs, and ensuring value realization to increase NPS and renewal rates.

Location: Madrid, Spain

Company

hirify.global is a global provider of financial services and ATM solutions.

What you will do

• Act as the single point of contact for customers, managing all aspects of operational, execution, and delivery across all functions.
• Lead Quarterly Business Reviews (QBR) to drive project excellence and improve Net Promoter Score (NPS).
• Manage the lifecycle of multiple key information solutions from order through fulfillment.
• Monitor and analyze critical KPIs, including On-Time in Full (OTIF) and as-sold vs. as-delivered margins.
• Build and maintain strong relationships with customer leadership and internal cross-functional teams.
• Identify additional customer opportunities and engage sales resources to drive account growth.

Requirements

• Native level of Portuguese is essential.
• High level of Spanish is required.
• Proven experience in relationship management and leadership in a customer-facing executive role.
• Ability to identify next steps in problem resolution leveraging ITIL practices.
• Expertise in navigating operational challenges and implementing best practices for operations.
• Ability to oversee Program Management Processes from concept phase through deployment.