Strategic Customer Success Manager

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Were committed to bringing passion and customer focus to the business.

** Position is Remote (US) **

About the role

The Customer Success Team at Kyriba works handinhand with Account Managers and leadership to ensure that our customers are receiving maximum value from their investment in Kyriba. Through a customerfirst mentality, this team serves as a key relationship for the Kyriba customer base.

This role, Strategic Customer Success Manager (SCSM), is responsible for the management of a portfolio of strategic accounts. We measure the success of this role through customer retention and growth, as well as overall customer sentiment (NPS).

This role is responsible for seniorlevel management of a portfolio of accounts including strategic outreach and customer touchpoints, executive business reviews and meetings, renewal support and preparation, best practice recommendations, pipeline development and maturation, and escalation support as needed. This is not a direct quotacarrying role, but focuses on revenuegeneration and protection in terms of both daytoday activities and measurement of success.

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 at both the operational and tacticalstrategic 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 SCSM, including recurring customer touchpoints, adhoc meetings, and Executive Business Reviews (in conjunction with the AM).

• Participate in, coordinate, and support other key events led by customerfacing 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 crossfunctional 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)

• Create change orders for lowdollar, 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 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 highquality communications, such as executive business review content, presentations, succinct and clear email messages, and excellent presentation skills.

• Plays a strategic role in improving organizational processes, drives team success and leads high impact initiatives

• Education, Experience & Skills

  • At least 8+ years in a customer facing role, at a SaaS company. At least 3+ years in a senior role.

  • Highly organized multitasker with a professional and confident persona that evokes a feeling of trust with clients

  • Sales or Customer Success Experience required

  • Strong experience working with seniorlevel management, both internally and externally (customers)

  • Ability to learn quickly and adapt to new tools and technologies

  • Proficiency in MSGoogle 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.

  • Selfstarter 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.

  • Base compensation for this role is: $122,240.00 $168,200.00 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.comcompanycareersbenefits

    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 andor to perform essential job functions, please send an email to HR_NORAM@kyriba.com