Customer Success 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

• Aligning with the Account Managers that you support to determine the strategy for your account portfolio to maximize and protect revenue.
• Serve as a senior contact for the accounts supported, working proactively at both the operational and tactical/strategic level.
• Lead efforts at Customer Onboarding to ensure a Customer Roadmap is established, and critical information is shared with our new customer (contacts, general processes).
• Establish meaningful relationships with customers through thoughtful and consistent interactions (phone, email, user groups, events, onsites) and act as their internal advocate within Kyriba.
• Lead and deliver touchpoints owned by the CSM, including recurring customer touchpoints, ad-hoc meetings, and Executive Business Reviews (in conjunction with the AM).
• Participate in, coordinate, and support other key events led by customer-facing roles (AM, SAM, Product).
• Generate and mature pipeline for customer portfolio, through customer interactions (meetings, emails, etc.) as well as campaigns coordinated with AMs / AM Leadership.
• Partner with cross-functional teams (Sales, Support, Professional Services, Product, and Marketing) to ensure a smooth and consistent customer experience.
• Prepare Renewal Audits in advance of renewal timeframes (2+ quarters ahead of contract expiration) and assist more junior team members with analysis of renewal audits.
• Create change orders for low-dollar, transactional opportunities and coordinate the delivery with the AMs.
• Have a strong understanding of the Kyriba solution, the business needs that it solves, and can apply these things to customer conversations. Ability to login to the Kyriba solution and perform simple tasks.
• Escalate and manage both simple & complex customer issues as needed.
• Properly document the customer journey and key customer information through the defined tools and processes (Salesforce, etc).
• Compliment the services of the AM, but not duplicate efforts, meeting attendance, etc.
• Prepare and Deliver QBR to review goals and achievements from previous quarter as well plan for upcoming quarter.
• Create high-quality communications, such as executive business review content, presentations, succinct and clear email messages, and excellent presentation skills.

Education, Experience & Skills

• At least 5+ years in a customer facing role, preferably at a SaaS company.
• Highly organized multi-tasker with a professional and confident persona that evokes a feeling of trust with clients.
• Sales or Customer Success Experience required.
• Strong experience working with senior-level management, both internally and externally (customers).
• Ability to learn quickly, execute independently, and adapt to new tools and technologies.
• Proficiency in MS/Google tools: Word, PPT, XLS.
• Proficiency in Salesforce or a comparable tool.
• Passionate about building relationships and working directly with customers.
• Comfortable managing through conflict and escalation.
• Self-starter with strong time management and organizational skills.
• Proven track record managing multiple priorities at a time.
• Ability to thrive in a changing environment of a growing team and organization.
• Excellent communication skills - oral and written.
• Ability to work across multiple teams internally.
• Project management skills, ability to build a plan and track progress against it.
• Comfortable being measured to targets.
• Ability to travel, up to 30% to be onsite with clients or at events.
• Strong interpersonal skills and comfortable working with lots of different people.
• Degree in Finance, Accounting, Treasury, Business Management, or equivalent preferred.
• Background working in Treasury, Cash Management or equivalent is preferred.

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 [email protected]