Account Manager Lead

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Company Overview:
Kody, a fast-growing Fintech specialising in bringing online payments and better financial services to brick-and-mortar businesses, is seeking a highly motivated Account Manager Lead to join the team. Having completed Series A funding, Kody is poised for rapid growth and needs an experienced leader to manage and guide the Account Management team in line with its ambitious goals.

Position Overview:
We are seeking a results-oriented, strategic, and experienced Account Manager Lead to oversee and drive the success of the Account Management team. This role combines client-facing responsibilities with leadership duties, ensuring the team delivers exceptional service and fosters strong, lasting relationships with our clients. As a key member of the Customer Success function, the Account Manager Lead will also play a pivotal role in shaping processes and strategies to support Kody's growth. This position may involve global travel a few times a year.

Responsibilities:

• Serve as a leader for the Account Management team, setting clear goals, mentoring team members, and fostering collaboration to achieve KPIs.
• Act as the escalation point for complex client issues, collaborating with internal teams to deliver timely and effective solutions.
• Build and nurture client relationships by understanding their needs, aligning Kody's products and services with their goals, and identifying opportunities for upselling and cross-selling.
• Gather and analyse client feedback, providing actionable insights to Product and Technology teams to enhance offerings and drive improvements.
• Report on Account Management team performance and client satisfaction metrics, using data to identify areas for continuous improvement.
• Support client onboarding processes by addressing technical and operational challenges, conducting training sessions, and ensuring clients maximise the value of Kody's products.
• Streamline workflows and internal processes to enhance team efficiency while ensuring data security, compliance, and accurate record-keeping.
• Monitor and optimise operational efficiency within the team, addressing bottlenecks and implementing solutions to improve outcomes.
• Provide market insights and competitive intelligence to leadership, contributing to strategic planning and product development initiatives.

Requirements

• At least 2-3 years of professional experience in a fintech, SaaS, or payment services company.
• Proven leadership experience in Customer Success, Account Management, or Customer Operations.
• Strong interpersonal and communication skills, with the ability to effectively lead a team and build rapport with clients.
• Demonstrated problem-solving abilities, with a proactive and detail-oriented approach.
• Experience in a fast-paced environment, with the ability to manage multiple priorities.
• Proficiency in Google Workspace, Microsoft Office, and CRM software (HubSpot preferred).
• Willingness to travel globally as required.
• Flexible across time zones to support a global team.

Benefits

Why Join Kody?

• Lead a dynamic and innovative team in a rapidly growing company.
• Access to £1,000 per year for Learning and Development.
• £200 'Get Comfy' allowance for items to enhance your work area.
• Competitive salary and benefits package.
• Opportunities for career growth in leadership and strategy.
• Collaborative, inclusive environment where your contributions are recognised and valued.
• Offsites to the EU, UK, and elsewhere around the world!

Equal Opportunity Employer:
Kody is committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.