Team Leader Account Management, SMB (POS)

For companies hellbent on growth, Rapyd is the global fintech partner that simplifies and advances commerce in every market. 

Rapyd lets you build bold. Liberate global commerce with all the tools your business needs to create payment, payout and fintech experiences everywhere. From famous Fortune 500s to ambitious neighborhood upstarts, our payments network and powerful fintech platform make it easy to pay suppliers and get paid by customers—locally or internationally.

With offices in London, Tel Aviv, San Francisco, Denver, Dubai, Miami, Singapore, Iceland and Hong Kong, we know what it takes to make cross-border commerce as friction-free as being next door. We’re boldly building it—so you can grow your business.

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The SMB (small-medium businesses) Account Management POS team specializes in using deep industry, business processes, product, and technical expertise to increase firm product adoption and utilization.

The SMB Team Leader Account Management POS will play a critical role in the success of the company’s POS business. You are a strong leader with excellent communication and interpersonal skills, a deep understanding of the POS industry, and a track record of delivering results. 

In this role you will manage an existing team of SMB Account Managers who build post-sales relationships with customers while ensuring their satisfaction with the company’s products and services.

You will manage identification of opportunities and securing additional revenue streams from existing clients, including upselling and cross-selling of related products/services, client renewal and retention.

You will be responsible for developing the strategy for our SMB coordinating the team’s activities, setting goals, and providing guidance and training as needed. You will also be expected to work collaboratively with other teams to ensure that the company’s POS offering meets the needs of the market and delight customers.

Responsibilities:

In this role you will responsible for:

• Leading and managing the SMB Account Management POS team to ensure they achieve their monthly, quarterly, and yearly targets, while providing good customer care.
• Building the strategy for our account management function for SMB POS clients
• Identifying opportunities for continuous improvement with a focus on automation and technology led processes to evolve playbooks and optimize the entire customer journey. 
• Developing and implementing strategies to increase revenue and retention of existing clients, while focusing on upsell and cross-sell opportunities. 
• Ensuring clients contracts are renewed in a timely manner.
• Acting as a point of escalation for any issues that arise with clients, and work with the team to resolve them.
• Providing coaching and training to the team to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Coordinating with internal teams to align the evolving Rapyd products and services with the needs of the market.

• 5+ years of experience in account management/customer success, with a significant preference for experience with Small to Medium-sized businesses.
• 3+ years of experience working in the payments industry, must have a good understanding of POS solutions
• Proven experience managing an Account Management/Customer Success team to achieve/overachieve goals
• Thrives working in a fast-paced environment with a high degree of uncertainty
• Experience in building a successful Account Management/ Customer Success team from scratch (hiring, training, coaching, and leading from the front) – advantage
• An excellent networker and relationship builder
• Strong analytical skills and the ability to use data to drive decision-making.
• Excellent organizational and self-management skills, with the ability to manage multiple priorities and meet deadlines.

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