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.

About Us

Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

General Purpose:

The primary responsibility for this position is to provide assistance to the assigned Premium and Platinum 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. In order to maximize the value from Kyriba solutions, this role should propose a support plan and agree it with the clients and manage the planned services to be delivered. The 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 inquiries that were not solved at level 1.
• 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.
• Capability to work with Support consultants / Team leads in Support team on complex issues that require escalation and, as the case owner, to coordinate with customers on a regular basis providing clear communication until the issue is solved.
• 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 the customers, escalate sensitive issues to management, coordinate and keep constant communication until issues are resolved.

Education, Experience and Skills:

• Baccalaureate in related field
• Over 5 years of experience in a support role (level 2 preferably) or professional service role.
• Fluent in Japanese and English
• 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, ServiceNow for Case Management is a plus
• Familiarity or experience with treasury management systems and banks is a plus
• Familiarity with SaaS software solutions is a plus

• Experience in Fintech organizations is a plus.

■職務内容
キリバのプレミアムサービスメニューの提供。
システム導入中および導入後の顧客に対し、キリバシステムの利用価値の最大化を計るため、顧客毎の支援計画提案と実行を管理する。

■職務詳細
・サービス専任担当者として顧客問い合わせ対応、利用促進案などの提供