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 1 600 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 750 employees, serving more than 1 600 clients worldwide. Headquartered in San Diego, KYRIBA also has offices in San Diego, Paris, London, Tokyo, Singapore, Hong Kong. Kyriba has added more than 200 new clients in the past twelve months and is growing at a fast pace!

The Client Success Manager’s (CSM) mission statement is to ensure our customers satisfaction, make them our partners and leverage this relationship to build the best services and product and have a positive business impact on the company.

The team is also in charge of finding ways to retain our customers if a blocker is identified.

With this mission in mind, a successful CSM will orchestrate the efforts of adjacent customer facing organization team members in creating a positive client experience to have referent happy customers

Essential Duties and Responsibilities:

• Measure the satisfaction of customer interactions through surveying and where appropriate 1 to 1 engagements at all levels across their journey and interaction with the teams at Kyriba and conduct survey follow-up
• Works closely with Account Managers and responsible for certain tasks associated with ensuring a smooth transition from the Implementation hand-off to Client Services.
• Gather and maintain client information in relevant databases (SFDC et al), including but not limited to, product usage data, case data, satisfaction data, financial data and perform analysis to identify possible at risk clients based on data trends.
• Works directly with Account Managers and Marketing on client programs that focus on client renewals, client satisfaction and client enablement
• Works internally with Client Services, Support and Product teams to ensure that client product issues or needs and/or ideas are properly managed and communicated within the organization
• Can provide knowledge and experience to assist clients in maximizing their realized value in the use of our platform
• Performing client health check calls in preparation for renewal and general check in as well as working with clients to organize their requests and escalations in the organization. These include our compliance work CSP, SOC as well as other topics that arise from time to time out of product, operations or compliance that require deft client interaction.
• Through client outreach programs and relationship building, identify clients that are willing to provide references for Kyriba sales, and manage that list of reference clients to ensure proper transparency.Work as an associate CSM to arrange references for Sales
• Engage with customers who have had a less than fantastic experience with an appropriate get-well action plan customized to achieve positive value for the client. Maintain the communication between the customer and internal team through to satisfactory resolution.

• 1 or 2 years in a customer facing role, preferably at a SaaS company.
• Master degree in business administration, finance, marketing, or any related field
• Must have a strong desire in making sure the client experience is always positive, productive, valuable and excellent! A true passion for customers and their success is a must!
• Ability to work across multiple teams internally to ensure that client issues are transparent to the entire organization and communication to clients is managed in an efficient, transparent and timely manner.
• Experience in working with all types of clients, both large and small, with the ability to adjust the approach in managing them differently based on their unique needs.
• Self-starter, multi-tasker, innovator who can juggle multiple and different tasks at the same time, while also demonstrating to be a strong team player.
• Metrics KPI (Key Performance Indicators) driven; uses KPI’s to identify opportunities, stay informed on clients’ needs, communicate when necessary, be proactive in staying in tune and up to date with clients with a continual focus on creating the ultimate client experience.
• Possesses strong time management, organizational, team building and planning skills
• Has the ability to work with multiple teams as well as getting multiple teams to work together.
• Highly organized multi-tasker with a professional and confident persona that evokes a feeling of trust with clients.
• Passion! Energy! Creativity!
• French is a must!