Client Success Manager

Published
July 14, 2019
Location
San Diego, CA
Job Type

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 New York, with offices in San Diego, Paris, London, Tokyo, Dubai and other major locations.

The Client Success Manager’s (CSM) focus is to keep the finger on the pulse of clients to gauge their satisfaction and health while also orchestrating the efforts of the adjacent customer-facing organization in creating a positive client experience that measurably happier clients. With the customer as the main focus, the CSM will deliver value with each interaction, which will, in turn, empower customers by helping them solve problems while building and maintaining relationships and long term partnerships with Kyriba. 

Essential Duties And Responsibilities

  • Measure the satisfaction of customer interactions through surveying and where appropriate 1 to 1 engagement at all levels across their journey and interaction with the teams at Kyriba.
  • 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.
  • Engage with customers on building customer advocacy through positive referrals to enable the sales functions in AM and direct sales teams, stimulate the posting of positive public reviews, work with clients on the generation of case studies and quotes as well as speakerships on behalf of Kyriba.
  • 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.
  • Responsible for managing the recurring internal meetings with Sales, Product, Implementation, and Support on the red flag accounts
  • Works directly with Account Managers and Marketing on client programs that focus on client renewals, client satisfaction, and client enablement
  • 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
  • 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

Education, Experience, And Skills

  • Passion! Energy! Creativity! 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
  • As our technology is in the FinTech space a financial background will give the ideal candidate a significant advantage of learning our platform and how it’s value applies to our customers
  • 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.
  • At least 3 years in a customer facing role, preferably at a SaaS company
  • Proven track record of building and maintaining positive client relationships
  • Possesses strong time management, organizational, team building and planning skills
  • Ease of adaptation, ability to work with all teams in the Kyriba ecosystem, and federate
  • Highly organized multi-tasker with a professional and confident persona that evokes a feeling of trust with clients
  • Should have the capability to present at a high level and to multiple levels internally as well as onsite with customers of all levels.
  • Light travel < 25% to accommodate needed customer on-sites

Company Description

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 financial risk, 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.

Related Jobs