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Principal Support Account Manager

Company: Kyriba Corp.
Location: San Diego
Posted on: June 16, 2019

Job 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.

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.

Kyriba empowers financial leaders and their teams with award-winning solutions for cash and risk management, payments and supply chain finance. Kyriba delivers a highly secure, 100 percent SaaS enterprise platform, superior bank connectivity and a seamlessly integrated solution-set for tackling today's most complex financial challenges. Thousands of companies, including many of the world's largest organizations, rely on Kyriba to streamline key processes, protect against loss from fraud and cybercrime, and accelerate growth opportunities through improved decision support. Technology analyst-firm IDC recognized Kyriba as a global leader in its MarketScape for SaaS and cloud-enabled treasury and risk management applications for 2017-2018. Kyriba is headquartered in San Diego, with offices in New York, Paris, London, Tokyo, Dubai, and other major locations. For more information, visit www.kyriba.com.

General Purpose:

The primary responsibility for this position is to provide assistance to the assigned Premium Support Clients, supporting and resolving queries for high complexity functional cases to ensure that client issues are resolved in a clear, concise and timely manner through phone, email or service portal tool. The Principal Support Account Manager is also responsible for providing the different Services that are part of the Premium Support contract.

Essential Duties and Responsibilities:


  • Develop and apply product knowledge in Kyriba's solution (mainly cash management and payment modules) in order to provide clear and concise resolutions to client complex enquiries.
  • Analyze and resolve issues while also focusing on providing superior service that clients would rate as good or excellent.
  • Ability to troubleshoot issues and provide clear explanations on how to resolve issues to clients in a time-sensitive environment with a focus on providing superior service.
  • Strong writing and verbal skills essential.
  • Perform as the escalation point for critical customer issues.
  • Advocate for both the customer's and Kyriba's business needs buy managing expectations and driving efforts.
  • Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
  • Ability to manage your own Premium Support clients, handling the relationship from a Support perspective.
  • Ensuring that the different level of Services are provided (monthly reports, case review, Release meetings).
  • Ability to build the relationship with assigned Premium Support Clients from a Support perspective; being the voice of customer, escalate sensitive issues to management, coordinate and keep constant communication until issues are resolved.
  • Provide training and mentoring to other Support Account Managers.
  • Understanding the holistic view of the customer's configuration and needs.

    Education, Experience and Skills:

    • Masters or higher in related field
    • Over 6 years of related experience
    • Highly organized and meticulous, mutli-tasking with a focus on customer care
    • Proficiency in building and maintaining positive client relationships
    • Needs to be a team player and quick learner
    • Experience with Salesforce for Case Management a plus
    • Familiarity or experience with treasury management systems and banks is a plus
    • Familiarity with SaaS software solutions is a plus
    • Fluent in a foreign language, especially Spanish or French, is a plus

Keywords: Kyriba Corp., San Diego , Principal Support Account Manager, Executive , San Diego, California

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