SMB Account Manager

Papaya Global; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A rapidly growing B2B tech unicorn is seeking an SMB Account Manager to support their Small and Medium sized accounts. You will enhance workforce management through client relationships, address payroll queries, and identify upselling opportunities. Ideal candidates should have over 3 years in customer service and excellent communication skills, along with a proactive approach in a fast-paced environment.

Qualifications

• 3+ years of prior experience in customer service or customer success.
• Exceptional communication and presentation skills.
• Effective task prioritization and time management.

Responsibilities

• Address client payroll/HR queries and resolve issues end-to-end.
• Drive revenue growth by identifying opportunities for upselling.
• Support employee onboarding/offboarding while maintaining GDPR compliance.

Skills

Customer service experience

Communication skills

Teamwork

Problem-solving

Salesforce proficiency

Tools

Salesforce

Job description

Description

Papaya Global is a rapidly growing B2B tech unicorn dedicated to revolutionizing 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.

Role

We are seeking an SMB Account Manager to join our growing team. As a part of the Client Services Team, supporting our Small & Medium sized accounts, you will work with customers across the entire client life cycle, build relationships, and assist clients in enhancing their workforce management. Ideal candidates should possess both strategic thinking and hands-on execution capabilities.

Responsibilities

• Navigate internal resources to promptly address client payroll/HR queries and resolve issues end-to-end.
• Develop deep expertise in all Papaya products and effectively communicate their value to assigned clients, aligning solutions with their specific needs and goals
• Strive to achieve individual and team KPIs as defined by the Organization, continuously monitor progress, and take corrective actions when necessary. Ensure alignment with the Service Delivery team and address issues proactively.
• Independently handle individual client requests, leveraging judgment and problem-solving skills, and escalating when necessary.
• Drive revenue growth by identifying opportunities for upselling and cross-selling within client accounts.
• Support employee onboarding/offboarding by ensuring timely receipt, upload, and transmission of required documents, maintaining GDPR compliance.
• Contribute to ongoing process improvements.
• Adhere to internal SLAs, ensuring timely delivery of services.
• Maintain a high level of product proficiency, understanding the features and limitations of Papaya's suite of products.
• Utilize Salesforce and Case Management tools/processes effectively.

Qualifications

• 3+ years of prior experience in customer service or customer success.
• Experience in Workforce Management is a plus.
• Exceptional communication and presentation skills.
• Strong team-working skills, adaptability to a fast-paced, international work environment, and a passion for making an impact.
• "Customer-First" attitude and approach to daily interactions with clients.
• Effective task prioritization and time management skills, especially under high-pressure situations.
• Experience with Salesforce - preferred.
• Fluency in English; additional languages are an advantage.
• Availability to work Monday-Friday