Senior Support Account Manager

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.

Essential Duties and Responsibilities

• Lead and manage a strategic portfolio of complex premium and platinum customers.
• Serve as single point of contact for assigned customer portfolio.
• Oversee service monitoring and reporting for assigned customer portfolio.
• Partner with internal stakeholders such as Account Managers and Support Managers to ensure positive customer experience and service quality.
• Lead high-impact steering committee meetings for strategic accounts.
• Monitor and optimize service delivery metrics and SLA compliance across complex portfolios.
• Proactively manage critical customer situations and complex case escalations.
• Develop and implement strategic account plans to drive customer value realization.
• Lead resolution of escalated situations for strategic customer portfolio.
• Track and analyze advanced account health indicators.
• Provide executive-level reporting and recommendations.
• Drive strategic platform adoption initiatives across portfolio.
• Lead complex enhancement discussions and strategic feature requests.
• Maintain comprehensive awareness of platform roadmap and strategic changes.
• Plan and conduct executive-level customer engagements.
• Develop and maintain strategic account documentation and success plans.
• Drive continuous improvement in customer satisfaction and engagement.
• Establish and oversee service excellence standards.
• Mentor junior Support Account Managers on complex customer scenarios.
• Influence strategic service delivery improvements.

Education, Experience and Skills

• Bachelor's degree with 8 years' experience; or master's degree with 6 years' experience; or PhD with 3 years' experience; or equivalent experience in account management.
• Advanced treasury systems knowledge.
• Extensive platform experience within SaaS industry.
• Advanced relationship management skills.
• Executive-level communication and presentation abilities.
• Proven success managing complex customer portfolios.
• Deep understanding of financial industry concepts.
• Excellence in stakeholder management.
• Advanced analytical and reporting skills.
• Strategic project management experience.
• Strong leadership and mentoring abilities.
• Experience in driving strategic customer initiatives.
• Strong mentoring and team development capabilities.
• Track record of managing enterprise customer relationships a plus.
• Additional language skills are a plus.

Base compensation for this role is: $94,400.00 - $129,950.00 annual salary. In addition to the base pay this position includes a variable compensation. The role might also be potentially eligible to long term Incentive. The final package may vary and will be determined by various factors including candidate profile and ideal qualifications as well as specific cost of living circumstances in some specific locations.

Comprehensive benefits package may be found here:  www.kyriba.com/company/careers/benefits/

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, and genetic information. See EEO is the Law. 

If reasonable accommodation is needed to participate in the job application or interview process and/or to perform essential job functions, please send an email to HR_NORAM@kyriba.com