Head Of Customer Account Management

Runa is pioneering a first-of-its-kind payment rail capable of issuing, sending and accepting digital value at scale.

Banking and card payment infrastructure still struggles to serve low-volume, high-velocity payments both locally and globally. Businesses send over $20 trillion in refunds, rewards, or remittances to consumers, employees, or freelancers, every year and waste thousands of hours, incurring costs of up to 50% per transaction and leaving the people they serve waiting days to receive their money.

Runa’s is transforming the payouts landscape with a new digital payments infrastructure that enables businesses to send digital value to anyone, anywhere instantly, free of charge for senders and recipients. Recipients can immediately spend the value they receive on the Runa network including 2000 plus merchants across 30 countries, completely independently of the legacy card rails. Hundreds of leading companies rely on Runa to power instant, flexible global payouts to tens of millions of consumers including Sodexo, TopCashback, Perkbox, Sweatcoin, Coinbase and Globetopper.

We are committed to providing a hiring and working experience in which all people feel they are equally respected and valued regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You can read more about our team here- Diversity & Inclusion

About the role:

As the Head of Customer Account Management, you will play a crucial role in building and maintaining strong relationships with our valued customers across the UK and EU. You will lead a team of account managers and work closely with cross-functional teams to ensure exceptional customer satisfaction, retention, and growth. This position requires an autonomous and proactive approach, as well as a passion for delivering outstanding customer experiences.

Working at Runa:

We’re a mission driven, fast growing company revolutionising an industry. We know what we need to do to be successful, and share the vision so each and every person can contribute towards us winning as a business. We are passionate about high performance and know that doing a good job means challenging one another to drive the right outcomes, and that means having no ego. Employees are given all the tools and support to make a positive impact in their role, and are trusted through being given autonomy and ownership. If you have an endless desire to make a positive impact, we’d love to chat.

Check out our Culture & Values at Runa here: https://www.notion.so/wegift/Diversity-Equity-Inclusion-517e5699e6894ac2b588c0f57bd1a4eb

Our EVP:

At Runa we invest in our people as much as our product. We’re not just building the future of payments, but the future careers of the best and brightest. Whether through L&D, coaching, or career progression, you’ll find that everything we do is to set you up for success. We’ll empower you to do the best work of your career. No politics. No BS. Simply a diverse, talented and open group operating on trust and diving deep so we can win together.

What Excites You:

• Analysing customer data and feeding back to identify trends, insights, and areas for improvement in our products and services, and establishing KPI’s across the Account Management team.
• Working cross functionally with product marketing, sales and product development to establish product adoption and feedback loops.
• Driving a strategic approach to account expansion, retention, satisfaction, and advocacy.
• Fostering a culture of high performance, continuous improvement, innovation, and customer-centricity within the Customer Account Management team.
• Designing, implementing and managing systems and processes to enable a world class, global account management function that is commercially sound and focussed on usage.
• Enabling and coaching the team on building and developing strong relationships with key customers.

What Excites Us:

• Proven and established leadership experience in customer account management across the EU within a B2B, high growth scale-up business with a strong knowledge or interest in Payments and Marketplaces
• You're passionate about keeping up to date with industry trends within the financial technology space, and payments more specifically.
• Exceptional communication skills, your comfortable having conversations at leadership level and presenting to executives and customers.
• Evidence of creating, and thriving in a high performance, fast paced company with the ability to work autonomously and take ownership of initiatives.
• A strategic mindset with the ability to think critically and develop innovative solutions through diving deep into data and analytics to drive decision making.

Benefits

🌴 25 days holiday + bank holidays

🧠All permanent employees receive 5 extra days off to help boost their well-being when they need it

🚀Participation in the Employee Options pool giving you ownership in Runa and participation in the upside

🚑Private Medical Health Insurance

💙Supplementary Pension

📚Annual L&D allowance to invest in mastering your craft, including accredited studies. Plus 6 days study leave per year

🖥£150 to create an awesome remote work experience

⭐️Recognition awards, where we shine the spotlight on exceptional employees every quarter who in turn get a £100 award in the eGift card of their choice

☕️Staff perks with Runa brands - discounts of up to 12% on coffee, weekly groceries, holidays, the list is endless

Take a look under the hood of life at Runa from our employees perspective. This handbook built using Notion.so is what we use to navigate both the serene and choppy waters when needed. You might need to copy and paste the following link into your browser as job boards don't allow us to add hyperlinks - https://bit.ly/2PluGyG