Senior Technical Account Manager (Contact Center)

Location: USA - Remote; travel to customer sites may be requested as needed.

Company

hirify.global provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety to global enterprises.

What you will do

• Act as the strategic advisor and primary point of contact for a portfolio of enterprise customers.
• Build executive, operational, and technical stakeholder relationships and lead executive business reviews.
• Develop customer success plans, oversee implementations and strategic initiatives, and coordinate cross-functional resources.
• Lead escalations, risk mitigation, and resolution of complex business and technical issues.
• Advise customers on enterprise software, cloud platforms, contact center technologies, telecommunications, networking, and security.
• Partner with Sales to identify expansion opportunities and help customers measure ROI and realized business value.

Requirements

• Bachelor’s degree in Business, Technology, or a related field, or equivalent experience.
• 10+ years of customer-facing experience in Customer Success, Technical Account Management, Professional Services, Consulting, Account Management, or a related field.
• Experience managing enterprise customer relationships in complex technology environments.
• Proven ability to build executive-level relationships, influence stakeholders, and manage escalations and risks.
• Strong program, stakeholder management, communication, relationship management, and problem-solving skills.
• Ability to translate technical concepts into business value for executive audiences.

hirify.global-to-have">hirify.global to have

• Experience with contact centers, CX, telecommunications, cloud, networking, or security technologies.
• Experience supporting global enterprise customers.
• Familiarity with HIPAA, PCI, SOX, or FISMA compliance frameworks.
• Experience with hirify.global solutions including IEX Workforce Management, Nexidia Interaction Analytics, Performance Management, NEVA / Advanced Process Automation, or Engage Recording and Quality Management.

Culture & Benefits

• Work remotely in the USA with customer-site travel as needed.
• Collaborate with Sales, Professional Services, Product Management, Support, Engineering, Finance, and Leadership.
• Contribute customer insights to product strategy, roadmap priorities, service improvements, and operational excellence.
• Join an organization with more than 8,500 employees across 30+ countries and software used by over 25,000 businesses.