Operations Systems Architect - Customer Journey

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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.

About the Role:

As a Customer Journey Operations Systems Architect on the Customer Journey Operations and Enablement team, you will play a pivotal role in the design and implementation of new Customer Success Management (CSM) and Professional Services Automation (PSA) software tools, Gainsight and Rocketlane. You will collaborate with cross-functional teams—including Customer Success, Professional Services, Support, Sales, Product, and IT—to analyze business requirements, identify data sources, design workflows, and implement scalable solutions that enhance both internal efficiencies and customer outcomes. Both systems are due to go live in the next six months, and this contract position is essential to the success of the project.

Key Responsibilities:

• Requirements Gathering:
  Engage with stakeholders as a solution architect to elicit, document, and prioritize business and technical requirements for new tools, enhancements, and process changes.

• Data Analysis
  Work across teams to identify data required, and design mapping into new systems.

• System Configuration
  Work with the software vendors on configuration set up.

• Systems Support:
  Be a subject matter expert for Customer Success tools (Salesforce, Gainsight, Rocketlane), supporting configuration, troubleshooting, and user enablement.

• Reporting & Analytics:
  Develop, and optimize dashboards and reports to provide actionable insights on customer health, team performance, and operational metrics.

• Project Management:
  Coordinate and support the delivery of operational and systems-related projects, ensuring timely execution and effective communication among stakeholders.

• Change Management & Enablement:
  Support the rollout of new processes and systems, including documentation and go-live support.

Software Qualifications:

• Gainsight administrator certification required

• Rocketlane experience desired

• Salesforce experience desired

Other Qualifications:

• Bachelor’s degree in Business, Information Systems, Computer Science, or related field, or equivalent experience.

• 2-4 years of experience as a Business Analyst, Systems Analyst, or similar role—ideally supporting Customer Success, Sales Operations, or related functions in a SaaS or technology environment.

• Strong understanding of Customer Success processes and KPIs.

• Previous hands-on experience with Customer Success platforms (e.g., Salesforce, Gainsight, Rocketlane, Gong).

• Proficiency with data analysis and reporting tools (e.g., Excel).

• Strong analytical, problem-solving, and organizational skills.

• Excellent written and verbal communication skills; able to translate business needs into technical requirements.

• Ability to work independently and collaboratively in a fast-paced, cross-functional environment.