Senior Manager, Technical Account Management (SaaS)

TL;DR

Senior Manager, Technical Account Management (SaaS): Leading the service delivery team to ensure customer success and technical excellence within the hirify.global product suite with an accent on process optimization, capacity planning, and team development. Focus on managing complex technical escalations, driving KPI performance, and bridging the gap between customer business objectives and engineering solutions.

Location: Must be based in the United States (Illinois)

Salary: $159,000–$239,000

Company

hirify.global provides a comprehensive software platform for e-discovery and information governance, helping organizations manage large volumes of data and make informed decisions.

What you will do

• Manage and mentor the Technical Account Management team to ensure high-quality service delivery.
• Oversee capacity planning and workload balancing to meet customer demand and project timelines.
• Drive internal service reviews focusing on performance, quality, and process improvements.
• Translate complex technical issues into clear, actionable insights for non-technical stakeholders.
• Collaborate with Product and Engineering teams to ensure consistent service quality and product health.
• Monitor tenant health and proactively remove blockers to ensure uninterrupted service for customers.

Requirements

• Must be based in the United States
• Proven experience with SQL, Windows platforms, and troubleshooting complex enterprise technical issues.
• Experience working in SaaS, IaaS, or hybrid environments.
• Deep knowledge of the e-discovery industry and products.
• Technical proficiency in Microsoft Azure, VMs, storage, and networking.
• ITIL Certification.

Nice to have

• Experience managing teams in a high-growth technical environment.
• Strong background in strategic planning and vendor management.

Culture & Benefits

• Competitive base salary with annual performance bonuses.
• Long-term incentive programs.
• Commitment to fair and equitable compensation practices.
• Focus on professional development and career growth.