Senior Support Account Manager

Kyriba Engineering Poland; Greater London; Hybrid; GBP 64,000 - 81,000; Full time

Benefits offered by this job

Health benefits

Wellbeing package

Competitive compensation package

Job summary

Kyriba is seeking a Senior Support Account Manager to manage strategic UK and EMEA customers, owning end-to-end Gold, APEX, Premium and Platinum support. Based in Staines with hybrid work, you will lead onboarding, executive reviews, risk mitigation and renewal readiness while coordinating across internal teams.

Travel to customer sites is required; London presence is necessary for UK portfolio. The role emphasizes executive relationship management and cross-functional service delivery to drive

Qualifications

• Bachelor’s or graduate degree in Business, Finance, Accounting, Computer Science or related discipline.
• Typically 5–8+ years in a client-facing role such as Strategic Account Management or enterprise SaaS support.
• Strong knowledge of treasury/financial operations including cash management, payments and forecasting.
• Ability to manage executive relationships and present KPI and service-quality information.
• Willingness to travel to UK and across EMEA for on-site visits; London-based presence is required.

Responsibilities

• Manage relationships for large, strategic UK and EMEA customers as a trusted senior contact.
• Own end-to-end delivery of Gold, APEX, Premium and Platinum support services.
• Lead onboarding and service activation, including first premium/Platinum/Gold/APEX meeting and plan alignment.
• Lead monthly or bi-monthly executive customer meetings, KPI reporting and service reviews.
• Escalation owner for strategic customers, coordinating internal response and keeping stakeholders informed.
• Coordinate with Application Support, Technical Support, Product, Engineering, Pro Services and external parties.
• Work with Client Success Manager and Account Manager to deliver value and renewal readiness.
• Maintain view of account health, sentiment, risks, renewal dependencies and opportunities.

Skills

Strategic account management

Executive relationship management

SaaS support

Treasury knowledge

Willing to travel

Education

Bachelor’s or graduate degree in Business, Finance, Accounting, Computer Science or related discipline

Job description

Dream Big. Go Beyond. Be Unstoppable.

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

The Senior Support Account Manager is responsible for delivering Kyriba’s Gold, APEX, Premium and Platinum support experience to strategic customers in the UK and wider EMEA region. The role combines executive customer relationship management, service delivery governance, support escalation leadership, renewal readiness, risk mitigation and identification of customer growth opportunities. Based in Staines office (hybrid), the role provides the local presence required for customers' engagement and on-site visits.

What You'll Do:

• Manage relationships for large, complex and strategic UK and EMEA customers acting as a trusted senior point of contact.
• Own the end-to-end delivery of Gold, APEX, Premium and Platinum support services.
• Lead customer onboarding and service activation, including the first Premium, Platinum, Gold or APEX 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)M anager 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 sup port colleagues through product training, Treasury knowledge sharing and documentation of repeatable service-delivery practices.

What You'll Bring:

• Bachelor’s or graduate degree in Business, Finance, Accounting, Computer Science or a related discipline, or equivalent relevant professional experience.
• Typically 5–8+ years of experience in a client-facing role such as Strategic Account Management, Customer Success, Premium Support, Technical Account Management or enterprise SaaS support.
• Strong knowledge of Treasury and financial operations, including cash management, bank reporting, cash positioning and forecasting, payments, in-house banking, debt, investments, foreign exchange or general-ledger processes would be a plus.
• 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.

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.