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Global Treasury Support Specialist

1 month ago

London, Greater London, United Kingdom Kyriba Full time
About Kyriba

Kyriba is a global leader in liquidity performance, empowering CFOs, Treasurers, and IT leaders to connect, protect, forecast, and optimize their liquidity.

Our secure and scalable SaaS solution brings intelligence and financial automation, enabling companies and banks of all sizes to improve their financial performance and increase operational efficiency.

About the Role

The Global Treasury Support Specialist is dedicated to providing exceptional customer support for Kyriba Premium and Platinum clients, ensuring seamless, responsive, and highly effective service experiences.

This role demands strong initial Treasury knowledge on SaaS solutions and excellent interpersonal skills to manage premium and platinum client relationships, resolve client issues, and drive customer satisfaction and loyalty.

Key Responsibilities
  1. Manage client relationships for large, complex, and strategic clients at the highest support level.
  2. Define the standard for all Support Account Managers in delivering premium and platinum services, especially account onboarding and Premium/Platinum first meeting, monitoring services set up, and standardize monthly/bi-monthly meetings with slide decks.
  3. Serve as mentor for Support Account Managers through coaching, product training, and documentation of Premium and Platinum service delivery best practices.
  4. Collaborate with other regional Principal SAMs to standardize best practices across regions and manage global accounts seamlessly.
  5. Lead regular client meetings with KPI reports, ongoing efforts, and current high-priority items.
  6. Manage client accounts directly and in association with Client Success Managers and Account Managers assigned to the account, driving added value and deliveries of Premium and Platinum support services.
  7. Report to management on client status and proactively manage potential escalations.
  8. Facilitate the resolution of cases for strategic clients by working with the support team members and internal and external teams.
  9. Provide guidance to other support team members on Treasury industry standards and specific expertise on Kyriba's platform.
  10. Ability to multitask and manage multiple customers throughout the day, focusing on resolving high-priority issues.
  11. Identify client requests from issues, questions, recommendations, change orders, and product enhancements to engage Kyriba's internal teams and deliver expected services.
  12. Develop knowledge on Kyriba's solution to provide expertise in analysis, resolutions, explanations, and recommendations to customers and team members.
  13. Identify gaps and provide recommendations on existing monitoring to mitigate risks.
  14. Guide and assist with automation and solutions around service monitoring and alerting, effectively channeling these to customers.
  15. Owning relationship and collaboration with relevant product and development teams for bug reviews, product improvements, and driving specific escalations for urgent cases.
Requirements and Qualifications
  • Bachelor or graduate degrees in Business, Finance, Accounting, or Computer Science or relevant work experience.
  • Over 5-8 years of experience in client-facing roles.
  • Knowledge of cash management, bank reporting, cash positioning, forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments, foreign exchange, and general ledger mappings and processing.
  • Familiarity or experience with Treasury Management Systems, Treasury Operations, or Portfolio Management. Experience working in a support type role for a software company that provides SaaS or Cloud-based solutions.
  • Knowledge of building reports and dashboards on ServiceNow.
Salary and Benefits

The estimated salary for this role is $120,000-$150,000 per year, depending on experience and qualifications.

Kyriba offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, paid time off, and opportunities for professional growth and development.