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 large, complex and strategic clients at the highest support level.
- Lead regular clients meeting with KPIs reports, ongoing efforts, and drive progress and resolution 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 like TechOps, Product and developer teams.
- Provide guidance, coaching and training to other support team members on Treasury industry standards.
- Serve as mentor for junior support account managers.
Education, Experience and Skills:
- Bachelor or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.
- Over 3 to 5 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 Japanese and/or Mandarin is a plus.
