SMB Account Manager

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

Job summary

A rapidly growing tech unicorn in London is seeking an SMB Account Manager to support small and medium-sized accounts. The role involves building client relationships, addressing HR queries, and driving revenue growth through upselling. Candidates should have over 3 years of customer service experience, excellent communication skills, and proficiency in Salesforce. This position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• 3+ years of experience in customer service or customer success.
• Experience in Workforce Management is a plus.
• Exceptional communication and presentation skills.
• Strong team-working and adaptability to a fast-paced environment.
• Effective task prioritization and time management skills.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Address client payroll/HR queries and resolve issues end-to-end.
• Communicate value of products to clients, aligning solutions to their needs.
• Achieve individual and team KPIs, monitor progress, and take corrective actions.
• Handle individual client requests, leveraging judgment and problem-solving skills.
• Identify opportunities for upselling and cross-selling within client accounts.
• Maintain a high level of product proficiency.

Skills

Customer service experience

Communication skills

Teamwork

Time management

Salesforce proficiency

Fluency in English

Tools

Salesforce

Case Management tools

Job description

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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.

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.

Key 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.

Requirements

• 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