Key Account Manager

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.

The Key Account Manager acts as a long-term strategic partner for Papaya’s most valued accounts, ensuring retention, satisfaction, and tailored service over time. In this role, you will also identify growth opportunities within your portfolio and support revenue expansion.

Responsibilities:

• Build and maintain strong client relationships by understanding their unique needs and objectives, managing overall partnerships, and addressing escalations with internal teams to ensure SLAs are met.
• Drive revenue growth by identifying opportunities for upselling and cross-selling within client accounts. Collaborate with the Regional lead and internal teams to develop and execute amendments supporting new solutions.
• Ensure exceptional service delivery by meeting and exceeding client expectations, promptly addressing and resolving issues, and conducting regular partnership calls to understand clients' business needs and future.
• Collaborate with the Regional lead and stakeholders to support RFPs and RFIs, contributing to the development of compelling proposals showcasing the company's value proposition, and participating in RFP interviews with the Sales team.
• 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.
• Optimize client interactions and sales strategies by utilizing playbooks and processes. Provide valuable feedback and suggestions for process improvements based on real-world client experiences.

Requirements

• 4+ years of client-facing experience in a tech or services environment.
• Excellent interpersonal, communication and relationship skills.
• Strong analytical and problem-solving abilities.
• Proficient with CRM software and project management tools.
• Client-focused with a passion for outstanding service.
• Great organizational and time management skills.
• Collaborative team player adaptable to a fast-paced environment.
• Track record of high retention and NPS in prior roles.
• Experience or aptitude for working with international clients across time zones, legal systems, and cultures.
• Revenue-minded with ability to identify and act on commercial opportunities.
• Experience of successful complaint handling and remediation.
• Knowledge of Payroll, HRIS, or Fintech industries preferred.
• Experience in start or scale-up business a plus.
• Bachelor's degree in business, marketing, or a related field preferred.

Nice to have