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 Management, Milan**: Our Pooled Account Management (Italy) team in Milan provides the best experience to our portfolio of mid-sized, fast-growth merchants. We achieve this using a pooled Account Management approach focusing on efficiency and proactivity, regularly reaching out to our merchants to ensure account health as well as 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 Italian portfolio as we scale. Here are some examples of your team's responsibilities: - Demonstrate value, drive (commercial) growth, and show impact to merchants - Accelerate product adoption - Consult and train key stakeholders - Build strong relationships with your team's merchants - Work closely with 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**: We're looking for an experienced and motivated leader for our Pooled Account Management team. You will build, mentor, and coach Account Managers who are responsible for growing strategic merchant relationships and payments revenue. You are comfortable streamlining team operations, encouraging effective collaboration, and engaging with executives at all levels. As a critical role in the continued success of our Italian operations, you will help to iterate our culture and build an amazing team environment that will create future leaders for Adyen. As a Manager of Pooled AM, your role and some of your responsibilities will include: - **Team management**: You'll be lucky to start with a great team, and they deserve a leader committed to helping them grow and give their best. You will coach, motivate, manage workload, and keep the work fair and fun. Create and maintain an inspiring and collaborative team environment with an open communication and feedback culture. - **Hire, develop, and retain diverse talent**: The team needs to keep growing to support our commercial and strategic ambitions. - **Lead the day-to-day**: When needed, get involved in merchant escalation calls or critical negotiations. - **Co-define and monitor commercial OKR achievement**: Set and track goals for the portfolio and team annually. - **Drive commercial success** for the Italian portfolio. - **Provide an excellent customer experience** that is evaluated by our Net Promoter Score (NPS). - **Align and collaborate with local Marketing, Sales, Partnerships, and Account Management** to provide outstanding customer experience to merchants. - **Drive initiatives and projects** with global and local AM leadership to strengthen our efforts toward automation, smarter usage of commercial tools, and "Account Management at scale" to achieve higher productivity and increased customer satisfaction for our Account Management function at large. **Who you are**: - **5+ years of experience** in a customer-facing B2B role, preferably Account Management/Customer Success/Sales; and **4+ years of experience** managing people and enjoying helping develop others. Experience in the payment industry is a plus. - You have experience in leading hiring processes and can identify talent. - You thrive on leading by example — stepping into negotiations with confidence and demonstrating your strong commercial edge. - You have a genuine interest and technical aptitude/understanding of our products and industry. - You like thinking big picture and at scale, and you want to be part of further shaping our AM service level proposition. - You know what DEI means and you have ideas on how to continuously take it into account in your decision-making process. - You have good leadership and interpersonal skills: you listen, you have empathy, you can communicate effectively, and you can convince when necessary. - You are completely **fluent in both Italian and English**. **Our Diversity, Equity and Inclusion commitments** Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices