Customer Management Analyst II (Fintech)

TL;DR

Customer Management Analyst II (Fintech): Ensuring customer success and optimizing service delivery for financial institutions with an accent on relationship management and operational analysis. Focus on driving incident resolution, managing cross-functional teams, and enhancing service consistency.

Location: Hybrid in Belgrade, Serbia. Must be able to work within North American East Coast time zone.

Company

hirify.global is a global leader in expanding financial access, specializing in optimizing branches and self-service availability for financial institutions and retailers.

What you will do

• Analyze service delivery reports to identify gaps and lead continuous improvement initiatives.
• Build and maintain strong relationships with key customer executives and operational teams.
• Serve as the primary escalation point for service issues and resolve customer complaints.
• Coordinate installation and product delivery to ensure high customer satisfaction.
• Lead operational calls and drive cross-functional processes to meet customer objectives.
• Manage internal communications across logistics, billing, and customer care teams to resolve incident bottlenecks.

Requirements

• Bachelor's degree or 1–3 years of related professional experience.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
• Flexibility to work non-standard hours to align with North American East Coast time zone.
• Broad knowledge of service delivery principles such as ITIL or LEAN.
• Strong customer-facing communication and teamwork skills.

Nice to have

• Experience with Smartsheet, ServiceNow, Workday, or SharePoint.
• Background in SaaS, Digital Banking, ATM/ITM, or Financial Services.

Culture & Benefits

• Private Health Insurance and Life, Accident & Disability Insurance.
• Wellbeing resources and a Baby Bonus.
• Employee Referral Bonus Program.
• Numerous opportunities for internal career pathing and advancement.
• Employee discounts with hirify.global partners.