Job Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.

Key Responsibilities

• Lead & Mentor: Manage, inspire, and develop a high-performing regional Account Management team, providing coaching and support to help team members meet and exceed goals. Promote AI-enabled best practices and workflows to improve productivity, customer engagement, and team performance.
• Client Relationship Management: Build and maintain strong partnerships with key strategic clients by understanding their business needs, goals, and challenges. Act as a senior escalation point to resolve issues and ensure satisfaction.
• Revenue Growth: Identify upselling and cross-selling opportunities across existing accounts. Collaborate with internal teams to craft and implement solutions and contractual amendments.
• Strategic Partnership Building: Conduct regular partnership reviews and strategic check-ins with clients to align Papaya’s solutions with their evolving workforce strategies.
• Service Excellence: Ensure delivery meets SLAs and client expectations through proactive management, issue resolution, and continuous service optimization.
• Cross-functional Collaboration: Work closely with Legal, Operations, Customer Care, Payments, Finance, and other teams to provide seamless client experiences.
• Team & Performance Metrics: Track and report on team KPIs, ensuring alignment with organizational goals and taking corrective actions when necessary.
• Process Optimization: Utilize internal playbooks, CRM tools, AI-powered solutions, and feedback mechanisms to improve account strategies and drive operational excellence.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• 4+ years’ experience in a team lead or managerial role within account management or sales.
• 5+ years’ experience in client-facing roles such as Account Management or Customer Success, preferably in B2B tech, HRIS, payroll, or fintech environments.
• Proven ability to build and nurture client relationships across mid to strategic levels.
• Strong leadership, coaching, and motivational skills.
• Exceptional interpersonal, negotiation, and communication skills.
• Proficiency in CRM platforms (e.g., Salesforce), project management tools, and AI-powered solutions used for account management, customer engagement, and operational efficiency.
• Experience leveraging AI-enabled tools and workflows to improve team performance, customer outcomes, and operational effectiveness.
• Analytical mindset with strong problem-solving abilities.
• Comfortable working cross-functionally in a fast-paced, global organization.
• Deep customer orientation and passion for delivering exceptional service

Nice to have

None