Director of Account Management EMEA

Papaya Global; London; On-site; GBP 100,000 - 125,000; Full time

Job description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn revolutionizing the payroll, EOR and payments industry. With over $400M raised from top-tier investors, we offer an innovative, comprehensive solution for managing global workforces, spanning from hiring and onboarding to managing and paying employees in over 160 countries.

We are seeking an experienced Account Management Director to lead and optimize our Account Management team.

The Account Management Director is a leadership position that involves spearheading the AM team’s efforts to maximize customer retention, revenue growth, and overall account health. You will be responsible for developing strategies to ensure customer satisfaction, retention and expansion while fostering a positive corporate culture, and driving continuous improvement in customer engagement.

The ideal candidate will possess a track record of exceeding expansion and retention targets within a fast-paced startup or SaaS company.

As the Account Management Director, you will develop and implement strategies, foster a culture of continuous improvement, and collaborate cross-functionally to enhance customer engagement and satisfaction.

Responsibilities:

• Leading the Account Management Team Leads with a focus on customer success and growth
• Developing and implementing customer retention and expansion strategies
• Identifying key customer experience indicators and trends
• Driving continuous improvement in customer engagement and lifecycle
• Manage, mentor, and inspire your regional Account Management Team Leads to achieve their goals and consistently excel.
• Collaborate with internal teams, including Legal, Operations, Product, Payments, and Finance, to provide seamless support for your team.
• Exhibit strategic thinking, superior presentation skills, and effective communication.
• Work with the team to build and maintain strong client relationships by understanding their unique needs, managing overall partnerships, and addressing escalations with internal teams to ensure SLAs are met.
• Drive revenue growth by identifying upselling and cross-selling opportunities within regions Book of Business.
• Collaborate with the VP of Customer Success and stakeholders to support RFPs and RFIs, contributing to the development of compelling proposals that showcase the company’s value proposition and participating in RFP interviews with the Sales team.
• Strive for your team to achieve KPIs as defined by the organization, continuously monitoring progress and taking corrective actions as needed.
• Optimize client interactions and sales strategies by utilizing playbooks and processes, providing valuable feedback and suggestions for process improvements based on real-world client experiences.

Requirements:

• 7+ years of Customer Success/Account Management Leadership experience in a fast-paced startup or SaaS company
• Proven success in exceeding expansion and retention targets
• Strong leadership capability in building and managing high-performing teams
• Experience with negotiating diverse customer accounts, from SMB to enterprise
• Ability to develop strategic plans and optimize processes for long-term scalability
• Empathy for customers combined with a passion for revenue growth
• Excellent collaboration skills with cross-functional teams
• Highly organized with strong written and verbal communication abilities
• Detail-oriented, adaptable, and able to prioritize in a dynamic environment