Support Account Manager

at  Kyriba

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 Kyriba
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
.
About the role
The Support Account Manager is dedicated to providing outstanding customer support for Kyriba for Premium and Platinum clients, ensuring clients receive a seamless, responsive, and highly effective service experience. This role demands strong initial Treasury knowledge on SaaS solution, and excellent interpersonal skills to manage premium and platinum client relationships, resolve client issues, and drive customer satisfaction and loyalty.

Essential duties and responsibilities

• Manage client relationships for large, complex and strategic clients at the highest support level
• Define the standard for all Support Account Managers in delivering premium and platinum services, especially account onboarding and Premium/Platinum first meeting, monitoring services set up, standardize monthly/bi-monthly meetings + slide decks.
• Serve as mentor for Support Account Managers, through coaching, product training and documentation of Premium and Platinum service delivery best practices.
• Collaborate with other regional Principal SAMs to standardize best practices across and regions and manage global accounts seamlessly
• Lead regular clients meeting with KPIs reports, ongoing efforts, and current high priority items
• Manage the client account directly and in association with the Client Success Manager and the Account Manager assigned to the account, driving added value and deliveries of the Premium and Platinum support services.
• Report to management the client status and proactively manage potential escalations
• Facilitate the resolution of cases for strategic clients by working with the support team members as well as internal and external teams
• Provide guidance to other support team members on Treasury industry standards and specific expertise on Kyriba’s platform
• Ability to multi-task and manage multiple customers at a time throughout the day, with a focus on resolving high priority issues.
• Identify client requests from issues, questions, recommendations, change order and product enhancement to engage Kyriba’s internal team and help the client receive the expected service.
• Develop knowledge on Kyriba’s solution to provide expertise in analysis, resolutions, explanations, and recommendations to customers and team members.
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.
• Guide and assist with the automation and solutions around service monitoring and alerting, and how to channel these to customers effectively.
• Own the relationship and collaboration with the relevant product and development teams for bugs review, product improvements and driving specific escalations for urgent cases.
• Provide regular product training to the rest of the support team on specific product expertise.

Education, Experience & Skills

• Bachelor or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.
• Over 5 to 8 years of experience in a client facing 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
• Familiarity or experience with treasury management systems, treasury operations or portfolio management Experience working in a support type role for a software company that provides SaaS or Cloud based solution
• Knowledge of building reports and dashboards on ServiceNow

Kyriba Culture and Values
At Kyriba, we value a strong work culture and sense of community and ownership among our global team. We live by our “iCare” value system to demonstrate our care and commitment to our clients and to each other. In hiring, we look for candidates that are a strong fit with our culture and values, as well as bring the talent and experience required by the position.
Innovation: We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.
Client Success: Our passion is to enable our clients’ success. We do this by understanding their needs and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.
Accountability: We each take personal responsibility for our actions. We are committed to our own continuous improvement, and we go the extra mile to meet our clients’ needs.
Respect: We respect each other’s ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.
Excellence: We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.
Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information

• Manage client relationships for large, complex and strategic clients at the highest support level
• Define the standard for all Support Account Managers in delivering premium and platinum services, especially account onboarding and Premium/Platinum first meeting, monitoring services set up, standardize monthly/bi-monthly meetings + slide decks.
• Serve as mentor for Support Account Managers, through coaching, product training and documentation of Premium and Platinum service delivery best practices.
• Collaborate with other regional Principal SAMs to standardize best practices across and regions and manage global accounts seamlessly
• Lead regular clients meeting with KPIs reports, ongoing efforts, and current high priority items
• Manage the client account directly and in association with the Client Success Manager and the Account Manager assigned to the account, driving added value and deliveries of the Premium and Platinum support services.
• Report to management the client status and proactively manage potential escalations
• Facilitate the resolution of cases for strategic clients by working with the support team members as well as internal and external teams
• Provide guidance to other support team members on Treasury industry standards and specific expertise on Kyriba’s platform
• Ability to multi-task and manage multiple customers at a time throughout the day, with a focus on resolving high priority issues.
• Identify client requests from issues, questions, recommendations, change order and product enhancement to engage Kyriba’s internal team and help the client receive the expected service.
• Develop knowledge on Kyriba’s solution to provide expertise in analysis, resolutions, explanations, and recommendations to customers and team members.
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.
• Guide and assist with the automation and solutions around service monitoring and alerting, and how to channel these to customers effectively.
• Own the relationship and collaboration with the relevant product and development teams for bugs review, product improvements and driving specific escalations for urgent cases.
• Provide regular product training to the rest of the support team on specific product expertise