Senior Technical Account Manager

Location: USA — Remote. Work primarily during customers' core business hours; occasional extended and on-call hours may be required. Travel up to 20% for customer-site visits and company meetings.

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving more than 25,000 global businesses.

What you will do

• Serve as the primary relationship manager and customer advocate for assigned strategic enterprise accounts.
• Drive customer satisfaction, solution adoption, retention, customer health, and measurable return on investment.
• Coordinate Technical Support, Professional Services, Product Management, and other teams to resolve requests within SLA and outcome expectations.
• Conduct Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
• Facilitate technical triage and troubleshooting while maintaining a deep understanding of each customer's environment and hirify.global solutions.
• Coach and mentor peers, prevent escalations, and support team goals and process improvements.

Requirements

• Bachelor's degree in Business Management or a related field, or equivalent work experience.
• At least 5 years of successful enterprise account relationship management experience in a presales or post-sales environment.
• Experience developing and executing customer success strategies for enterprise accounts.
• Ability to improve customer health, adoption, gross retention, and net retention through proactive, value-based account management.
• Excellent communication and presentation skills with C-level executives and operational stakeholders, including the ability to lead cross-functional teams in matrixed organizations.
• Ability to work during customers' core business hours, support occasional after-hours on-call needs, and travel up to 20%.

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

• In-depth knowledge of customer experience products and associated technologies.
• Technical experience with contact centers, telecommunications, LAN/WAN, cloud-based software, or security.
• Experience supporting regulatory requirements such as HIPAA, PCI, SOX, or FISMA.
• Industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, or Cisco.

Culture & Benefits

• Equal opportunity employment environment.
• Work with a global organization operating across more than 30 countries.
• Exposure to AI, cloud, digital, and enterprise customer experience technologies.