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Sr. Customer Support Consultant
Il y a 4 mois
It's fun to work in a company where people truly BELIEVE in what they're doing
About Kyriba
Kyriba empowers CFOs and their teams to transform how they activate liquidity as a dynamic, real-time vehicle for growth and value creation, while also protection against financial risk. Kyriba’s pioneering Active Liquidity Network connects internal applications for treasury, risk, payments and working capital with vital external sources such as banks, ERPs, trading platforms, and market data providers.
About the role
The Senior Support Consultant is dedicated to providing outstanding customer support for Kyriba, ensuring clients receive a seamless, responsive, and highly effective service experience. This role demands a blend of expert-level TMS knowledge, a deep understanding of treasury operations, and exceptional interpersonal skills to manage client relationships, resolve complex issues, and drive customer satisfaction and loyalty.
Key Responsibilities and Duties:
Act as the primary liaison between the organization and its most strategic clients, offering personalized, priority support for the Application.
Provide best in class support for all Kyriba-related queries and issues, ensuring timely and accurate resolution.
Lead and coordinate the resolution of high-level technical, operational, and strategic issues, ensuring timely and effective solutions that align with client needs.
Develop and maintain deep relationships with clients, understanding their business models, treasury operations, and how they utilize our TMS to identify opportunities for enhancement and optimization.
Conduct regular review meetings with clients to discuss system performance, upcoming features, and strategic recommendations to improve their treasury operations.
Collaborate with product management and development teams to relay client feedback, influence product enhancements, and advocate for features that address common client challenges.
Design and deliver tailored training sessions and materials for clients, enhancing their understanding and utilization of the TMS.
Inform clients about system upgrades and new features, ensuring a minimal disruption to their operations.
Mentor and help support consultants, fostering a culture of excellence, accountability, and continuous learning within the client support department.
Develop strategic initiatives to enhance the overall client support experience.
Education, Experience & Skills
Bachelor or Graduate degree in Business/Finance/ Accounting or relevant work experience.
Excellent interpersonal and customer care skills
Ability to deal with difficult callers and to work calmly and professionally under pressure
Logical approach to troubleshooting including good analytical and problem solving skills
Good accurate record keeping abilities – detail oriented
4-7 years of experience in a support role
Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and/or processing
Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
Familiarity or experience with treasury management systems, treasury operations or portfolio management; in particular, Kyriba experience
Experience working in a support type role for a software company that provides SaaS or Cloud based solutions
Excellent communication in English (verbal and writing)
Fluent in Spanish, Portuguese or French is a plus.
Hands-on experience with Internet products and technologies
Familiar with cloud based service (SaaS) deployment and support
Kyriba Culture and Values
At Kyriba, we value a strong work culture and sense of community and ownership among our global team. We live by our “iCare” value system to demonstrate our care and commitment to our clients and to each other. In hiring, we look for candidates that are a strong fit with our culture and values, as well as bring the talent and experience required by the position.
Innovation : We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.
Client Success : Our passion is to enable our clients’ success. We do this by understanding their needs and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.
Accountability : We each take personal responsibility for our actions. We are committed to our own continuous improvement, and we go the extra mile to meet our clients' needs.
Respect : We respect each other’s ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.
Excellence : We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.
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 status, and genetic information.
