Customer Success Analyst - Belgrade, Serbia

Location: Belgrade, Serbia (hybrid); required to work within North American time zones, from the East Coast to Hawaii.

Company

hirify.global provides financial access, branch optimization, operational efficiency, and self-service solutions for financial institutions and retailers worldwide.

What you will do

• Support customer success across hirify.global services and solutions while building relationships with customer executives and operational teams.
• Analyze service reports, identify delivery gaps, document deviations, and provide customer-specific analysis.
• Oversee installation and product delivery, coordinate with delivery teams, and ensure customer requirements are met.
• Lead operational calls, customer and internal meetings, escalations, issue tracking, and status updates.
• Diagnose service issues and broader customer impacts across products, billing, connectivity, and security.
• Identify root causes and continuous improvement opportunities while escalating new business opportunities to account management.

Requirements

• Technical or vocational certification, bachelor’s degree, or 1–3 years of related experience.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.
• Strong time management, multitasking, customer-facing communication, and teamwork skills.
• Ability to resolve issues with urgency and work non-standard hours.
• Broad knowledge of service delivery principles, including ITIL and LEAN.
• Ability to work within North American time zones, ranging from the East Coast to Hawaii.

Nice to have

• Familiarity with Smartsheet, ServiceNow, Workday, or SharePoint.
• Experience in SaaS, digital banking, ATM/ITM, or financial services.

Culture & Benefits

• Private health insurance and life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program and partner discounts.
• Opportunities for internal career development and advancement.