Kyriba is the global leader in Proactive Treasury Management. Our SaaS treasury and risk solutions enable finance teams to optimize their cash, manage their risk, and work their capital.
Our award-winning cash, treasury, payment, risk management and supply chain finance solutions are used by more than 2000 leading organizations worldwide, including Amway, Electronic Arts, PulteGroup, and Qualcomm, to unlock new business value, drive growth and ensure compliance
Kyriba was established in 2000 and has over 1000 employees, serving more than 2 000 clients worldwide. Headquartered in San Diego, Kyriba also has offices in New York, Paris, London, Tokyo, Hong Kong and Rio de Janeiro.
General Purpose:
Kyriba is hiring a talented Senior Support Account Manager. Primary responsibilities are deep analyzing, hands-on troubleshooting for any queries reported by our customers, our Professional Services Team and our local Partners.
The Support Account Manager is to be the key contact for supporting and resolving queries for high complexity functional cases focusing on Kyriba financial 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:
Develop and apply product knowledge of Kyriba in order to provide clear and concise resolutions to complex client enquiries.Using soft skills to providing superior service that clients would rate as good or excellent.Troubleshoot issues and provide clearly explained solutions to clients in a time-sensitive environment with a focus on providing superior service.Perform hands-on troubleshooting with the Kyriba Product Development and Cloud Infrastructure Teams on complex issues that require escalation and, as the case owner, to coordinate with customers on a regular basis providing clear communication until the issue is solved.Regularly multi-task and manage multiple cases at a time throughout the day.Applying the appropriate case management techniques that follow Kyriba’s TIP process (Triage, Investigations, Product Support) that result in meeting or outperforming the expected case metrics related to average duration, client satisfaction survey completions, and time with Support.Stay abreast of current technology in products, design changes, enhancements, and new products delivered.Imparting knowledge regarding the product and troubleshooting methodologies to team membersSupport Account Management
Responsible for specific clients from a relationship and support perspective.Understanding client issues, coordinating with Support/Product team to ensure reactivity, follow-up and case resolutionProactive phone calls to notify designated customers regarding platform/product issues with an operational impact.Client advocate and coordination with other teams based on client needs and escalationRegular on-site meetings with clients and regular follow-up calls, case reports and case reviewMonthly Reports and Case ReviewsEducation, Experience and Technical Skills:
Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.Over 7 years of experience in a senior Pre-Sales, Professional Services or Customer Support-lead role with prior background in providing technical leadership.Advanced troubleshooting experience including hands-on experience with SaaS, database and other log-analyzers. Understanding of SaaS infrastructure performance and reliability issues, as they relate to end-customers’ business critical functions.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.Prior experience in implementation and troubleshooting of Kyriba or other SAAS based Fintech products, including experience in custom application configuration and troubleshooting.Experience with Salesforce or CRM for Case Management a plusFamiliarity or experience with treasury management systems, treasury operations or portfolio management a plusExperience with a wide variety of Bank Systems Protocols and messaging (eg, SWIFTNet, FTP, SFTP, EBICS, MQ Series)Experience supporting enterprise systems in a technical environmentExperience working in support role in a middle or back office in banking environmentFamiliarity with XML, SQL, Python, JavaFluent in French and English is mandatory and any other European language like Italian, Spanish, German is a plus.
