About The Role: As a Support Account Manager (SAM), you will be the trusted advocate for our Premium and Platinum customers, ensuring a seamless support experience, proactive engagement, and consistent customer satisfaction. Your work will drive exceptional outcomes for our clients, supporting their success and loyalty while advancing Kyriba's customer-centric mission.
What You'll Do:- Act as the primary support liaison for assigned Premium/Platinum accounts, reflecting professionalism and customer-centricity in every interaction.
- Own the customer support experience end-to-end, including SLA monitoring, case workflow, and renewal support.
- Partner closely with Account Managers, Support Managers, and Technical teams to ensure seamless customer experience and effective issue resolution.
- Anticipate risks, proactively address recurring issues, and identify opportunities for product adoption or service improvement.
- Represent customer needs internally, escalating and relaying feedback to product and leadership teams.
- Deliver regular executive dashboards, case summaries, and health reports to both customers and internal stakeholders.
What You Should Bring:- Demonstrated experience in customer success, account management, or support roles within SaaS or technology environments.
- Proven ability to manage multiple priorities, with strong organizational and time management skills.
- Collaborative, customer-first attitude with passion for delivering exceptional service experiences.
- Skilled in SLA management, escalation handling, and translating technical data into business insights.
- Excellent communication, relationship building, and problem solving skills.
- Bachelor's or Graduate degree in Business, Finance, Computer Science, or related field, or equivalent experience.
- Empathy ownership, accountability, and a continuous improvement mindset.
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 $80,400.00 - $101,700.00 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 range of health, welfare and wellbeing benefits designed to support both your professional and personal life.
