Account Manager

Job Scope

Main Duties And Responsibilities

• Onboarding: as soon as the customer signs the order schedule, the accounts manager will setup a handover call between Kyriba sales, presales, and the implementation partner to sync. The accounts manager takes ownership of the customer and creates a project tracker to ensure the customer goes live quickly and efficiently. The accounts manager will act as the Executive Sponsor for most accounts and will participate in any Steering Committee meetings and important customer project meetings.
• Upsell and Cross-Sell: the accounts manager will carry a Upsell and Cross-Sell target to expand our footprint with our existing customers. He will define the whitespace and engage cross-functional experts (working capital, cash, payments, risk..etc) to identify opportunities and book business.
• Customer Satisfaction: ensure that the customer is utilizing the platform and receiving the value expected. The accounts manager will monitor the utilization and take steps to ensure that platform is a critical part of the customer’s processes and tools and secure executive engagement with the customer to increase adoption of the tools across the customer’s organization. The accounts manager will facilitate training for the customer’s team to actively use all modules sold. The accounts manager will have regular health checks with the customers to deliver an ongoing customer experience.
• Customer Support: ensure that Kyriba SLA’s are maintained and act as the first escalation point to customer raised issues or tickets if not managed properly. Act as the liaison with Kyriba support team if necessary and provide necessary guidance.
• Reference Management: be the single point of contact for all regional and global customer reference requests. The accounts manager will work with the customers to build and publish case studies that will help improve the references material available for regional and global sales managers. Build regional use case library.
• Renewals: The accounts manager needs to maintain a high retention rate of existing customers and ensure that the Kyriba book of business grows YoY per the annual regional targets. The book of business should not erode by more than 5% (this is the current Kyriba benchmark and is subject to change when Kyriba changes it), customer churn needs to be offset by increasing the ARR for renewing customers as stipulated in the customer’s agreement with Kyriba.
• Book of Business Operations: the accounts manager will keep detailed and comprehensive reports of all transactions and customer agreements and should be able to deliver those reports to Kyriba and Midis finance and operations teams. The accounts manager will be tightly coupled with Midis finance to ensure that customers are paying their invoices on time.
• Marketing, Events, and Awards: work with customers to enhance event participation, roundtables, and experience sharing at Kyriba or Kyriba-sponsored events, publications, or announcements. Nominate customers and/or customer projects for prestigious awards like Adam Smith Award or similar.

Education

Experience