At a Glance
- Tasks: Lead customer support for premium clients and ensure exceptional service delivery.
- Company: Join Kyriba, a global fintech leader transforming finance with innovative cloud solutions.
- Benefits: Competitive salary, performance bonuses, health benefits, and a supportive work environment.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real impact by helping businesses optimise their financial operations.
- Qualifications: 5+ years in client-facing roles with a background in finance or payments.
The predicted salary is between 64000 - 80950 £ per year.
About Us
Kyriba is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, risk management and working capital solutions. We serve 3,000+ customers worldwide, managing $15 trillion in payments annually and helping businesses optimize liquidity performance across the enterprise.
We're on a mission to become the most sought-after cloud technology company globally. We think big, innovate relentlessly, and challenge the status quo every day. If you are a problem-solver who’s ready to push boundaries and achieve more than you thought possible-you'll find an exceptional career within an extraordinary business.
About The Role
As a Senior Support Account Manager (SAM), you will be the trusted advocate for our Premium and Platinum customers for products such as deal capture, financial transactions, loans, debt ensuring a seamless support experience, proactive engagement, and consistent customer satisfaction. Your work will drive exceptional outcomes for our clients in the UK and wider EMEA region supporting their success and loyalty while advancing Kyriba's customer-centric mission. Based in Staines office (hybrid), the role provides the local presence required for customers' engagement and on-site visits.
What You'll Do:
- Own the end-to-end delivery of Premium and Platinum support services.
- Lead customer onboarding and service activation, including the first Premium, Platinum meeting, service-plan alignment and monitoring-service coordination.
- Lead monthly or bi-monthly executive customer meetings, including KPI reporting, service reviews, open actions, ongoing improvement initiatives and current high-priority items.
- Act as the escalation owner for strategic customers, proactively identifying risks, coordinating internal response and keeping customer and leadership stakeholders informed.
- Facilitate resolution of complex cases by coordinating Application Support, Technical Support, Product, Engineering, Professional Services, Customer Success and external parties.
- Work in partnership with the Client Success (Customer Engagement Executive) Manager and Account Manager to deliver customer value, strengthen adoption and support renewal readiness.
- Maintain a clear view of account health, customer sentiment, service risks, recurring issues, renewal dependencies and opportunities for corrective or preventive action.
- Guide the effective use of monitoring and alerting for customer environments, working with the Sri Lanka monitoring team and internal stakeholders to improve risk detection and customer communication.
- Standardize and share best practices across the regional SAM community.
- Coach and mentor Support Account Managers and support colleagues through product training, Treasury knowledge sharing and documentation of repeatable service-delivery practices.
What You'll Bring:
- Financial background with experience in payments, deal capture, debt, loans or similar. Treasury knowledge would be desirable.
- 5+ years of experience in a client-facing role such as Strategic Account Management, Customer Success, Premium Support, Technical Account Management or enterprise SaaS support.
- Demonstrated ability to manage executive relationships, present KPI and service-quality information.
- Ability and willingness to travel to customer sites in the UK and, where required, across EMEA for on-site visits, workshops and executive meetings; London-based presence is required for the UK portfolio.
- Bachelor’s or graduate degree in Business, Finance, Accounting, Computer Science or a related discipline, or equivalent relevant professional experience.
Our Values Guide Everything We Do
- Think Big & Constantly Innovate: We have the confidence to think big, embrace change, challenge the status quo, and continuously evolve - incorporating new technologies and driving industry progress.
- Put our Customers’ Outcomes First: We are passionate about delivering the highest value for our customers and supporting them with end-to-end care throughout their journey with us.
- Act with Integrity: Integrity is at the heart of everything we do. We take personal responsibility for our actions, own our decisions, and honour each other’s contributions. We empower each other through honesty, respect, trust and transparency.
- Work as One Team: We are driven by our common goals and share in each other’s successes and failures, learning and working together as a team where everyone can bring their best selves.
- Strive for Excellence while Having Fun: We enjoy tackling new challenges together, and revel in continuous improvement as we deliver, with ultimate professionalism, the very best for our customers, while exceeding our own expectations.
At Kyriba we value pay transparency and fairness. For new hires, the annual base salary range for this role is 64,000.00 - 80,950.00 based on a full-time schedule. Salary can progress beyond this range through sustained performance and demonstrated success in the role. In addition to base pay, this position may be eligible for variable compensation (eg. performance bonus or commission-based plan) and a long-term incentive. The final package will be determined by factors such as skills, experience and qualifications.
Kyriba also offers a comprehensive compensation package, including a range of health, welfare and wellbeing benefits designed to support both your professional and personal life.
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.
We aim to make our recruitment process accessible to everyone. If you need a reasonable accommodation at any point in the application or interview process, or to perform essential job functions, please click here to submit a request. All information provided is confidential, restricted to our accommodations team, and will not impact your candidacy. Please refer to our Candidate Privacy Policy for more information.
Summary Location: London Type: Full time
Senior Support Account Manager in London employer: Kribya
Kyriba is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to think big and challenge the status quo. Located in London, we offer competitive salaries, comprehensive benefits, and ample opportunities for professional growth within the dynamic fintech sector. Join us to make a meaningful impact while working alongside a passionate team dedicated to delivering outstanding customer outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kribya. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kribya before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kribya:Your cover letter is your chance to shine! Tell us why you want to work at Kribya specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kribya!
How to prepare for a job interview at Kribya
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
