Head of Account Management (M/F)
Head of Account Management (M/F)
Lemonway simplifies complex and regulated payment for marketplaces.🍋
Lemonway provides a dedicated payment solution for investment platforms and B2C/B2B marketplaces in Europe. The SaaS solution accessible via API allows 400 platforms to collect funds in a secure and regulated framework (PSD2, Payment Agent, KYC, AML/CTF).🚀
Based in Paris, London, Madrid, Milan and Hamburg, Lemonway is +150 Lemonheroes from 18 different nationalities.🌎
Lemonway is a regulated French Payment Institution which passports its services through payment agents across Europe. Lemonway has raised €35 million in Series B to finance its continuous growth.
Join a fast-growing scale-up that offers one of the most innovative solutions in a fast-growing market !
Join over 150 motivated and talented employees
Shape the future of payments in the new digital economy
Be part of an expert team, open to sharing knowledge to enable every talent to reach their full potential
Work in a hyper-growth tech environment #FrenchTech
Enjoy premises in the heart of Paris with a pleasant working environment
ABOUT THE POSITION
As a Head of Account Management, you will lead and oversee activities of the entire Account Management department. Your role will consist to expand and maintain relationships with consumers.
Lead the department through the implementation of a consumer based mode of operation
Deal in the achievement of excellence and insight in order to surpass consumer expectations
Drive the business’s strategic account planning processes and develop performance objectives, sales targets, and critical milestones for weekly/monthly/annual periods
Lead the department in assessing, clarifying, and validating consumer needs on a regular basis
Develop solutions that best address consumer needs while simultaneously coordinating the involvement of the necessary business personnel inclusive of support, service, and resource management in order to meet key account performance objectives and the consumer’s expectations
Be accountable for the achievement of the department’s assigned targets for profitable processing volume and achievement of the business’s overall objectives
Formulate the departmental vision and values by overseeing their adoption through the department, hence, forming the department’s working culture
Play a mentorship role in the account management department, assisting in the execution of duties where necessary, constantly honing their skills, ensuring their constant professional improvement
Build strong and long-lasting relationships with consumers through the creation of long term planning and understanding. This also done through the establishment of a solid understanding of the competitive market in order to realize how best to retain high-value consumers
Develop industry leading relationships with external key account contacts in order to ensure that the business receives constant leads on potential key clients
Develop and maintain healthy relationships with senior managers for all key accounts in order to guarantee their smooth execution
Engage key account events, seminars, and play an active role in industry movements where you will gather information that keeps the business at par or even ahead of competition and up to date with the latest best practices in account management
Create cross-functional engagements and understandings with necessary departments, for example, the Customer Care department in an attempt to align goals and approaches that facilitate smooth achievement of account objectives
Collaborate with the finance department to highlight financial requirements and develop the internal budgetary allocation
Collaborate with the HR department to establish the recruitment criteria for the account management department in order to ensure efficient execution of duties and overall performance at all levels of the department
Collaborate closely with the Chief Commercial Officer and key stakeholders in the establishment of departmental strategies, goals, and targets
Play an analytical role to drive research and gather data on the consumers, the market, and competitive environment in order to identify key improvement areas in account maintenance and management
Develop and implement consumer growth plans, measurement, performance benchmarking, troubleshooting performance gaps, formulating and nurturing outstanding initiatives
Gather data and information both from your own initiatives and from junior key account management
Analyze and create formal reports and presentations that will be used collaboratively with senior key account management in the formulation of decisions and strategies
Measure the department’s performance, weighing it against the business’s targets and KPIs, which also enables the identification of areas of improvement and avails crucial information for strategic development of the business
Communication skills: these skills are a paramount requirement of this position. First of all, the performance of the entire account management team is dependent on the clarity and effectiveness of your communication. Additionally, you will interact directly with consumers and, as such, be capable of maintaining clear, unambiguous, exhaustive, and fulfilling communications with the consumers leaving them feeling satisfied and tended to.
You will also have to create reports and presentations for senior sales management, junior key account managers, clients, collaborating personnel, and key stakeholders. For this reason, you must be in a position to communicate even the most complex messages in clear, understandable, and convincing terms as well as being able to tailor messages for varying audiences in a relatable manner.
Analytical skills: you have a passion and genuine interest in consumer/market research as well as the insights that result from such analyses. You will have to demonstrate an understanding of standard sales analyses and be able to extract useful insights from raw data and information for the purpose of strategy creation, furthering account agendas, and enabling the achievement of goals and targets.
- Customer-oriented and patient in order to manage difficult consumers, be result-focused, demonstrate integrity and respect in the performance of your duties
- Self-motivated going beyond the call of duty
- Able to handle multiple projects simultaneously and meet deadlines
- Exceptional organizational skills
- Able to demonstrate calmness in uncertain and stressful situations inspiring the same in his team
- Committed and highly collaborative team leader who values the input of colleagues and involves others in important decision making
- Able to lead with a vision and provide a healthy working culture in the team
- Fluency in French and English is mandatory
- Italian, Spanish or German would be a plus
Payment / Marketplace background:
- A first experience in payment industry or in marketplaces industry is required
- 10 years in account management/sales roles
- A minimum of 3 years leading a team within a fast-paced and highly competitive business environment, preferably working as a Senior Key Account Manager
- An impressive track record in meeting and even exceeding sales targets
- A successful track record in establishing strong and long-term consumer relationships, being able to retain the highest-value relationships
- Ability to lead, develop, and motivate a team of account managers, leading them to the achievement or even surpassing of goals/targets.
- Master’s degree in Sales, Marketing, Customer Relationship Management, Business Management, Business Administration, Communications, or any other related field (Phd preferred).
- An equivalent of the same in working experience is also acceptable for this position.
1️⃣ HR Interview
During the first round, you will first have a 45 minutes visio interview with Jean-Baptiste, Senior Talent Acquisition to better understand your motivations about the role and company.
2️⃣ Manager Interview
If you successfully pass the first interview, you will have a 1 hour interview with Martin-Pierre, Chief Commercial Officer. During this interview, you will have an opportunity to discuss the missions and expectations regarding the role within the company. Also, the hiring manager will ask you to highlight one or two of your past experiences to showcase your skills for success in the role.
3️⃣ Teams Interviews
During this last round of interviews, you will have the opportunity to meet your future colleagues or internal clients to get the final picture of the job and a sneak peak of the Lemonway culture.
4️⃣ Reference and Offer
You have finally arrived at the last stage !
You will be asked for a reference before we make an offer.
WHAT’S IN FOR YOU
Flexible working environment and Remote Policy 🏠
Enjoy your food allowance with a Swile card 💳
50% reimbursement of your Navigo or Velib pass 🚅
Monthly budget allocated to our full remotes to come to the office 💳
25 days holiday and approximately 10 days RTT per year 🏖
4 days of volunteering in partnership with the platform, Vendredi 💪
International environment 🌍
Health Insurance with Alan 👩⚕️
Years of experience