Support Account Manager

Kyriba; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Kyriba is seeking a Support Account Manager to act as the trusted advocate for Premium and Platinum customers, ensuring a seamless and proactive support experience with strong customer focus.

You will own end-to-end support, monitor SLAs, coordinate with Account Managers and technical teams, deliver executive dashboards and health reports, and drive product adoption to boost client success and renewal.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success

Account management

SLA management

Communication

Problem solving

Time management

Education

Bachelor’s or Graduate degree in Business, Finance, CS, or related field

Job description

About The Role:

As a Support Account Manager (SAM), you will be the trusted advocate for our Premium and Platinum customers for products such as deal capture, financial transactions, loans, debt 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.