Customer Support Account Manager

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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, visitwww.kyriba.com.

About the role
Kyriba is hiring a talented Client Support Account Manager. The primary responsibility is providing support and resolving queries, focusing on Kyriba’s Cash & Liquidity, Risk, Payments, Supply Chain, Finance and Bank Connectivity modules, to ensure that client issues are resolved in a clear, concise and timely manner through phone, email, or service portal tool.

Essential duties and responsibilities

• Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration, client satisfaction survey completions, and time with support.

• 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.

• Ability to multi-task and manage multiple cases 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

• Manage client relationships for a portfolio of strategic clients at the support level

• 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

Education, Experience & Skills

• Bachelor or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.

• Over 2 to 4 years of experience in a support role a plus

• 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 a plus.

• Experience working in a support type role for a software company that provides SaaS or Cloud based solution a plus.

• Fluent in Spanish or French is a plus.