Technical Account Manager (SaaS)

Location: Kosovo

Company

hirify.global is a global business payments and cash management company that supports how businesses pay and get paid.

What you will do

• Coordinate customer technical onboarding during project and delivery phases, ensuring requirements are understood and met.
• Manage customer communications, status calls, reporting, product updates, roadmaps, and key performance indicators.
• Analyze usage data, triage support issues, perform root cause analysis, and develop troubleshooting guides and long-term corrective actions.
• Coordinate Production Support, Product, Hosted Services, IT, infrastructure, Services, and third-party vendors to resolve issues and deliver enhancements.
• Maintain customer activities and issue lists in Salesforce, along with technical design documents and implementation timelines.
• Lead communications during Sev 1 production emergencies and provide pager support for production emergencies when required.

Requirements

• Related bachelor’s degree or equivalent work experience.
• At least 3 years of experience in a technical support, customer services, Customer Success, or SaaS environment.
• At least 2 years of experience providing dedicated technical support to customers.
• Experience supporting both SaaS and on-premises solutions across different infrastructures.
• Strong verbal and written communication, presentation, facilitation, interpersonal, and relationship management skills.
• Strong business judgment, independent work ethic, project improvement experience, and problem-solving skills using root cause analysis and corrective action methods.

Culture & Benefits

• Work with customers and internal stakeholders across a global business payments environment.
• Collaborative culture focused on working with and for each other.
• Opportunity to support customer growth, satisfaction, and product innovation.
• Inclusive and open workplace committed to equal opportunity and supporting additional needs.