Customer Support Manager at KYRIBA SEA PTE LTD

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Troubleshooting, Client Satisfaction, Analytical Skills, Problem Solving, Interpersonal Skills, Coaching, Financial Transactions, SaaS Solutions, Treasury Management, Cloud Based Services, ServiceNow, JavaScript, HTML, CSS

Industry

Software Development

Description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. About Us Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com. Essential Duties and Responsibilities: Lead and help a team of the client support consultants to manage their queue of support tickets; providing guidance on investigation, analysis and communication of customers’ issues, implementing Support service best practices. Triage the incoming queue of support tickets in ServiceNow, making sure that workload is well distributed within the team members, tickets are assigned and replied in a timely manner within SLAs. Enforce and monitor phone duty coverage. Ability to multi-task and manage multiple priorities at a time throughout the day Review on a regular basis the Support Consultants’ ticket queue for coaching and help progress the investigation of the issues raised by customers; ensure that tickets are followed up, kept up to date and properly closed to ensure adherence with best practice. Ability to work under pressure and high workload. Go to person for escalations; reviewing issues with other engineering teams (eg. TechOps and Product teams) via the problem management process, get on conference calls with customers to address escalated issues assisting the assigned Support Consultant. Be an activity participant of incident management; joining internal crisis bridges, providing analysis and investigation input, helping with resolution and communication to customers. Liaise with Kyriba Development Operations and Product teams following on Kyriba problem and change processes. Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day to communicate accordingly and showing empathy toward the client’s situation. Ability to troubleshoot issues and provide clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service. Lead regular client meetings with KPI reports, ongoing efforts, and current high priority items Report client status to the Management Team and proactively manage potential escalations. Provide guidance to other support team members on Treasury industry standards, including coaching, product training and new team members onboarding. Develop career development and training plans to team members Run ClientSupport consultant service evaluation and performance on a quarterly basis. Education, Experience and Skills: Bachelor or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience. Over 3 to 5 years of experience in a support management role Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a plus Familiarity or experience with treasury management systems, treasury operations or portfolio management is a plus. Experience working in a support type role for a software company that provides SaaS or Cloud based solutions is a plus. Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS a plus Hands-on experience with Internet products and technologies a plus Familiar with cloud based service (SaaS) deployment and support Excellent interpersonal and customer care skills Ability to deal with difficult callers and to work calmly and professionally under pressure Logical approach to troubleshooting including good analytical and problem solving skills Good accurate record keeping abilities – detail oriented

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Responsibilities

Lead a team of client support consultants to manage support tickets and ensure timely responses. Focus on client satisfaction and provide quality answers while troubleshooting issues in a high-pressure environment.