Manager, Account Management

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Manager, Account Manager DACH - Digital 

Our AM team in Berlin provides the best experience to our portfolio of enterprise, fast-growth merchants. We achieve this using a dedicated Account Management approach focusing on efficiency and proactivity, regularly reaching out to our merchants to identify additional service opportunities, such as international payment methods, fraud management services, or point-of-sale opportunities. With a strategic mindset and hands-on approach, this team drives growth and retention in our German portfolio as we scale.

Here are some examples of your team's responsibilities: 

• Build strong relationships with your merchants
• Accelerate product adoption
• Consult and train key stakeholders 
• Demonstrate value, drive (commercial) growth, show impact to merchants 
• Work closely with the other teams to determine new features for merchants based on their needs 
• Manage time-sensitive, cross-functional initiatives and projects in a fast-paced, highly entrepreneurial environment 

What you'll do

As the Team Lead of AM, your role and some of your responsibilities will include:

• Team management: you are lucky to start with a great team and they deserve a leader; committed to help them grow and give their best. You will coach, support, manage workload and keep the work fair and fun;
• Lead the day to day: when needed, get involved in operational tasks, help building C-level relationships, and support the team in merchant escalation calls or critical negotiations;
• Hire, develop and retain diverse talents: the team needs to keep growing to support our commercial and strategic ambitions;
• Co-define and monitor Commercial OKRs achievement every year on a team and individual level;
• Align and collaborate with local Marketing, Sales, Partnership & Account Management to provide outstanding Customer Experience to merchants; 
• Drive initiatives and projects together with other AM Leads to strengthen our efforts towards automation, smarter usage of commercial tools  and "Account Management at scale" to achieve higher productivity and increased customer satisfaction;

Who you are 

• 6+ years of experience in a customer-facing role, preferably Account Management, Customer Success or Sales
• 2+ years of experience managing people within a commercial team.  
• Excellent leadership and interpersonal skill; you listen, you have empathy, you can communicate effectively and are able to take people on a journey
• Adept at leveraging your business acumen to challenge and coach your team to further develop their commercial mindset
• Strong negotiation skills, good judgment and consultative acumen
• An ability to distill complex ideas and approaches into smaller simpler components
• An approachable, warm and open leadership style, whilst being able to share direct and difficult messages
• You enjoy working collaboratively, building strong working relationships with peers, colleagues and merchants 
• Motivated by delivering success through your team
• Experience in leading a hiring processes and on-boarding new starters to Adyen
• A genuine interest and technical aptitude / understanding of our products and industry
• Full professional proficiency in English and German required