Customer Experience Consultant

5 dni temu

Warszawa, Mazovia, Polska Kyriba Corp. Pełny etat

Customer Experience Consultant

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.

About the Role

The Customer Experience Consultant is dedicated to providing outstanding customer support for Kyriba, ensuring clients receive a seamless, responsive, and highly effective service experience. This role demands strong initial Treasury knowledge on SaaS solutions, and excellent interpersonal skills to manage client relationships, resolve client issues, and drive customer satisfaction and loyalty.

Essential Duties and Responsibilities:
  • Serve as a point of contact for client support queries through multiple channels (phone, email, support portal) while meeting established SLA response times.
  • Drive customer success through proactive problem resolution and clear guidance.
  • Analyze and resolve product issues while maintaining case metrics for duration and client satisfaction.
  • Manage multiple priority cases simultaneously, with focus on providing superior service through clear explanations.
  • Provide application support within the Kyriba platform for cash management, bank reporting, cash positioning, forecasting, payments, in-house banking, financial transactions, and general ledger processing.
  • Collaborate with internal teams for escalated issues requiring specialized expertise.
  • Document solutions and maintain knowledge base for continuous service improvement.
  • Provide clear explanations and recommendations aligned with Kyriba best practices.
  • Show empathy and understanding of the client's day-to-day operational impacts.
  • Manage service requests with regular customer updates and effective communication.
  • Develop expertise in Kyriba's solution for analysis, resolutions, and recommendations.
  • Serve as mentor for junior support consultants.
  • Participate in a Sunday shift once every two months or so.
Education and Experience:
  • Bachelor or Graduate degree in Business/Finance/Accounting or relevant work experience.
  • 3-5 years of experience in a support role.
  • Strong analytical mindset with attention to detail.
  • Excellent written and verbal communication skills with ability to explain complex concepts.
  • Experience with treasury management systems preferred (Kyriba experience a plus).
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  • Hands-on experience with Internet products and technologies is a plus.
  • Familiar with cloud-based service (SaaS) deployment and support is a plus.
  • Additional language skills (Spanish, Italian, French) a plus.
  • Ability to thrive in a fast-paced environment with rapidly expanding customer base.
Kyriba Culture and Values

At Kyriba, we value a strong work culture and sense of community and ownership among our global team. We live by our "iCare" value system to demonstrate our care and commitment to our clients and to each other. In hiring, we look for candidates that are a strong fit with our culture and values, as well as bring the talent and experience required by the position.

  • Innovation: We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.
  • Client Success: Our passion is to enable our clients' success. We do this by understanding their needs and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.
  • Accountability: We each take personal responsibility for our actions. We are committed to our own continuous improvement, and we go the extra mile to meet our clients' needs.
  • Respect: We respect each other's ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.
  • Excellence: We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.

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 status, and genetic information.

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