Strategic Customer Success Manager

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.

** Position is Remote (US) **

About the role 

The Customer Success Team at Kyriba works hand-in-hand with Account Managers and leadership to ensure that our customers are receiving maximum value from their investment in Kyriba. Through a customer-first mentality, this team serves as a key relationship for the Kyriba customer base. 

This role, Strategic Customer Success Manager (SCSM), is responsible for the management of a portfolio of strategic accounts. We measure the success of this role through customer retention and growth, as well as overall customer sentiment (NPS). 

This role is responsible for senior-level management of a portfolio of accounts including strategic outreach and customer touchpoints, executive business reviews and meetings, renewal support and preparation, best practice recommendations, pipeline development and maturation, and escalation support as needed. This is not a direct quota-carrying role, but focuses on revenue-generation and protection in terms of both day-to-day activities and measurement of success. 

Essential duties and responsibilities 

• Aligning with the Account Managers that you support to determine the strategy for your account portfolio to maximize and protect revenue. 

• Serve as a senior contact for the accounts supported, working at both the operational and tactical/strategic level.

• Lead efforts at Customer Onboarding to ensure a Customer Roadmap is established, and critical information is shared with our new customer (contacts, general processes). 

• Establish meaningful relationships with customers through thoughtful and consistent interactions (phone, email, user groups, events, onsites) and act as their internal advocate within Kyriba.

• Lead and deliver touchpoints owned by the SCSM, including recurring customer touchpoints, ad-hoc meetings, and Executive Business Reviews (in conjunction with the AM).

• Participate in, coordinate, and support other key events led by customer-facing roles (AM, SAM, Product).

• Generate and mature pipeline for customer portfolio, through customer interactions (meetings, emails, etc.) as well as campaigns coordinated with AMs / AM Leadership

• Partner with cross-functional teams (Sales, Support, Professional Services, Product, and Marketing) to ensure a smooth and consistent customer experience.

• Prepare Renewal Audits in advance of renewal timeframes (2+ quarters ahead of contract expiration)

• Create change orders for low-dollar, transactional opportunities and coordinate the delivery with the AMs.

• Have a strong understanding of the Kyriba solution, the business needs that it solves, and can apply these things to customer conversations. Ability to login to the Kyriba solution and perform simple tasks. 

• Escalate and manage customer issues as needed. 

• Properly document the customer journey and key customer information through the defined tools and processes (Salesforce, etc).

• Compliment the services of the AM, but not duplicate efforts, meeting attendance, etc.

• Prepare and Deliver QBR to review goals and achievements from previous quarter as well plan for upcoming quarter. 

• Create high-quality communications, such as executive business review content, presentations, succinct and clear email messages, and excellent presentation skills. 

• Plays a strategic role in improving organizational processes, drives team success and leads high impact initiatives

Education, Experience & Skills

• At least 8+ years in a customer facing role, at a SaaS company. At least 3+ years in a senior role.

• Highly organized multi-tasker with a professional and confident persona that evokes a feeling of trust with clients 

• Sales or Customer Success Experience required 

• Strong experience working with senior-level management, both internally and externally (customers) 

• Ability to learn quickly and adapt to new tools and technologies 

• Proficiency in MS/Google tools: Word, PPT, XLS 

• Proficiency in Salesforce or a comparable tool