Account Manager Team Lead (SMB)

Papaya Global, an award-winning B2B tech unicorn, is on a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology offers a comprehensive solution for managing global workforces, covering everything from hiring and onboarding to managing and paying employees in over 160 countries.

As the SMB Account Management Team Lead, you will play a pivotal role in leading our local SMB team, ensuring the achievement of goals and tasks within the required timeline. This position involves optimizing work processes for improved efficiency and scalability, while maintaining a high level of product proficiency and providing innovative solutions.

Team Leadership & Management

• Supervise Account Managers: Lead a team of SMB Account Managers, guiding them in managing client relationships, resolving issues, and ensuring client satisfaction.
• Mentorship & Training: Provide regular training and coaching to account managers to improve their product knowledge, client communication, and problem-solving skills.
• Performance Tracking: Set performance goals for the team (e.g., retention rates, case resolution times) and regularly monitor KPIs to ensure targets are being met.

Client Relationship Management

• High-Touch Client Interaction: Be the escalation point for high-priority or complex client issues. Ensure at-risk accounts receive high-quality service and attention.
• Client Advocacy: Act as the voice of the client within the company, advocating for their needs and collaborating with other departments (e.g., product, support, payroll operations) to resolve issues.

Operational Oversight

• Case Management: Ensure that client cases (e.g., payroll errors, compliance questions) are resolved within the company's defined SLA (Service Level Agreement). The team lead oversees the workflow to ensure timely case closure.
• Process Improvement: Identify inefficiencies in the client management process and implement changes to streamline workflows, reduce ticket backlogs, and improve response times.
• Cross-Department Collaboration: Liaise between departments such as Implementation, Customer Success, and Product to ensure the smooth onboarding of new clients, as well as efficient payroll operations for ongoing clients.

Data-Driven Decision Making

• KPI & Metrics Tracking: Monitor critical performance metrics, such as:
• Client Retention Rates
• Churn Rates
• Case Resolution Time
• Reporting: Regularly report to senior leadership (e.g., Director or VP of Client Services) on team performance, client satisfaction, and potential areas for improvement.

Skills & Competencies Required for the Role

• Leadership & Team Management: Strong ability to mentor, lead, and motivate a team to meet performance goals.
• Client Relationship Skills: Excellent communication and interpersonal skills to manage client expectations and resolve issues effectively.
• Operational Expertise: Solid understanding of payroll operations and SaaS platforms, as well as experience managing complex client needs within defined SLAs.
• Data-Driven Approach: Ability to track, analyze, and present key performance metrics, making decisions based on insights from data.
• Problem Solving: Strong critical thinking skills to address client challenges, handle escalations, and ensure client satisfaction.

• 3+ years previous experience in managing a team of 5 or more.
• 7+ years of previous experience in customer service or customer success.
• Exceptional communication and presentation skills.
• Strong team-working skills with the ability to adapt to a fast-paced, international work environment and a passion for making an impact.
• "Customer-First" attitude and approach to daily interactions.
• Ability to motivate a team and maintain high morale
• Ability to coach & develop each team member effectively and consistently
• Strong critical thinking, analytical skills with a proactive mind-set
• Effective task prioritization and time management skills, especially under high-pressure situations.
• Fluency in English; additional languages are an advantage.