Senior Support Account Manager

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)Manager 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 support 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.

Key responsibilities

• 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, leading customer onboarding and service activation.
• Act as the escalation owner for strategic customers, proactively identifying risks, coordinating internal response and keeping customer and leadership stakeholders informed.