The Senior Manager, Customer Success EMEA oversees client satisfaction, team performance, and metrics, driving initiatives to enhance client relationships. This role involves managing a team, analyzing client data to mitigate churn, and collaborating with various internal departments to meet client needs while optimizing their success with Kyriba's solutions.
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.
Essential duties and responsibilities:
- Complete oversight on Client satisfaction scores, NPS and retention metrics.
- Present the status of client relationships and progress towards KPI’s to senior management at Kyriba.
- Responsible for managing the current team and hiring for growth. currently 3 CSM in France and UK, others to hire in the region for growth.
- Setting clear team and individual targets, managing performance through regular reviews, and identifying improvement areas to maintain quality service standards.
- Contribute to the understanding of client churn and key metrics used to measure and report.
- Lead the team in gathering, maintaining, and presenting client information, including but not limited to, key contacts, product usage data, case data, satisfaction data, and financial data.
- Perform analysis to identify possible at-risk clients based on data trends.
- Collaborate with internal resources for any at-risk accounts. To include significant interaction with Sales, Account management, Consulting, Support and Finance to devise an action plan and monitor follow-thru over time.
- Drive programs directly with Sales Account Managers and Marketing on client programs that focus on client renewals, client satisfaction, and client enablement.
- Responsibility for running client Satisfaction & NPS surveys, managing, and distributing survey results and driving necessary action plans associated with survey results.
- Improve and manage the client reference program which provides the Kyriba sales team with the appropriate client contacts for conversations with prospects.
- Identify the potential contacts through client outreach programs and relationships as well manage the interactions and follow-up.
- Team across functions with Client Support, Center of Excellence, product, and development to ensure that client product issues or needs and/or ideas are properly managed and communicated within the organization.
- Utilize the team and/or other resources to provide knowledge and experience to assist clients in getting the most out of the system and tools available such as the online community of Kyriba clients.
- Identify appropriate times to recommend additional Products, Solutions or Support for customers to optimize the customer’s ROI on their investment and goals.
- Champion Client Success: Lead innovative engagement programs, project updates, and solution optimization initiatives that maximize the value clients receive.
Education, Experience & Skills
- A true passion for customers and their success is a must! Must have a strong desire in making sure the client experience is always positive, productive, valuable, and excellent.
- At least 7+ years in a Client Success or Account management role, preferably at a Software company.
- Experience in Salesforce.com and/or other CRM Software a must.
- Proven track record of building and maintaining positive B2B client relationships at high volume scale (200+ clients at least).
- Experience in sales or account management a plus.
- Possesses strong verbal and written communication skills as well as time management, organizational, and planning skills.
- Ability to work across multiple teams internally to ensure that client issues are transparent to the entire organization and communication to clients is managed in an efficient, transparent, and timely manner.
- Travel as necessary.
Top Skills
Salesforce
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