Technical Account Manager (AI/SaaS)

TL;DR

Technical Account Manager (AI/SaaS): Supporting enterprise customers using hirify.global cloud contact center and AI-powered experience orchestration solutions with an accent on technical adoption, architecture guidance, operational reviews, and risk management. Focus on translating business requirements into technical use cases, resolving complex customer issues, and coordinating cross-functional plans for reliable platform outcomes.

Location: Remote within the United States; flexible hours may be required.

Salary: $76,100–$133,900 base compensation, with potential commission or performance-based bonus opportunities.

Company

hirify.global provides AI-powered customer and employee experience orchestration through its cloud platform, serving more than 8,000 organizations worldwide.

What you will do

• Serve as a trusted technical resource for enterprise customers, advising on architecture, usability, adoption, and platform best practices.
• Collaborate with Customer Care, DevOps, Customer Success, Product Management, partners, and account teams to resolve issues and drive customer outcomes.
• Lead operational reviews, executive updates, project planning, mitigation planning, and continuous improvement initiatives.
• Analyze contact center business needs and translate them into technical features and use cases.
• Monitor solution trends, communicate service changes and risks proactively, and manage at-risk customer situations.
• Build strong relationships with technical, business, and executive stakeholders while advocating for customer needs.

Requirements

• Must be based in the United States for this remote role.
• Bachelor’s degree or equivalent and at least 3 years of experience in Customer Success, Contact Center Management, or Solutions Consulting.
• Knowledge of cloud contact center technologies, including IP telephony, intelligent routing, workforce management, and reporting, with hands-on experience configuring agents, groups, IVR flows, schedules, and reports.
• Technical knowledge across areas such as AI and machine learning, network and operating system administration, programming, and database administration.
• Experience with escalation and risk management, project management, executive communication, presentations, and handling multiple parallel assignments.
• Strong conflict management, negotiation, communication, accountability, adaptability, and cross-functional collaboration skills.

Nice to have

• Contact center business experience or education.
• Practical experience applying SaaS methodologies.
• Experience communicating with senior business leaders and executives.

Culture & Benefits

• Flexible-first work culture with work-from-home opportunities and flexible schedules.
• Medical, dental, vision, and telehealth coverage.
• Open time off, 10 paid holidays, and well-being programs.
• 401(k) matching, adoption assistance, and fertility treatment benefits.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time and additional employee and family support programs.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Most processes include no more than five interviews, followed by final-step communication.