Joanna Tyminiewska
Barcelona
Summary
Strategic thinker with extensive experience at global Payroll and HR Saas environments, driving customer success and operational excellence. Expert in client relationship management and data-driven decision making, achieving significant NPS improvements and revenue growth. Passionate about team development and strategic planning, delivering innovative solutions that enhance client satisfaction and retention.
Overview
17
17
years of professional experience
Work History
DIRECTOR CUSTOMER SUCCESS & OPERATIONS
Papaya Global
Barcelona
06.2024 - Current
- Lead and Optimise global Payroll & EOR operations across multiple regions, ensuring compliance with local legislations, system integration, and exceptional service delivery to a diverse client portfolio.
- Develop and execute strategic initiatives to drive operational efficiency, including automation and AI initiatives. Using data-driven decision making frameworks, and process improvement, resulting in significant cost savings and increased scalability.
- Spearhead client relationship management efforts, navigating complex client escalations, delivering solutions for critical payroll challenges, and enhancing overall CSAT metrics.
- Designed and implemented full operations department reorganisation to enhance efficiency, cost effectiveness, and tech integrations to drive sustainable growth and scalability.
- Brought in for pre-sales calls with Enterprise clients routinely.
DIRECTOR CUSTOMER SUCCESS
Papaya Global
Barcelona
06.2024 - Current
- Director of all Key accounts across multi segments, Payroll, EOR, Payments.
- Both Implementation team and Account Management Team (Customer Success).
- Managed full end to end service teams related to onboarding and Customer Success.
- Achieved success by being accountable for overall customer satisfaction, client retention, and business growth through the implementation of improvement plans in conjunction with various departments.
- Led the transformation of customer service protocols, team structure and agility, significantly improving client satisfaction and loyalty.
- Enhanced long-term success and elevated NPS score, while understanding client expectations when collaborating with global vendors and applying innovative strategies to internal stakeholders.
- Recruited top-performing staff to drive organisational growth.
- Managed executive client relationships to boost retention and maximise revenue.
MANAGER, CUSTOMER SUCCESS
Cloudpay
Barcelona
05.2020 - 06.2024
- Co-Established the Customer Success Department in 2020.
- Managed a team of 21 CSMs ranging from Senior to Associate levels.
- Overseeing the NRR growth of Cloudpays ongoing business.
- Managing global ticket closure and resolution KPIs.
- Spearheading the NPS Improvement Program and increased NPS semi annually.
TEAM MANAGER, CUSTOMER SUCCESS
Elements Global Services
06.2019 - 02.2020
- Successfully managed a team of 18 Customer Success professionals across three regions in a startup EOR firm.
- Prioritized client retention, satisfaction, and revenue growth as the primary focus of the team.
- Maintained KPI and goal-driven approach to achieve desired results.
Customer Success Manager
TMF Global
06.2017 - 06.2019
- Oversaw a global portfolio of key accounts.
- Spearheaded the development of new workflows and internal standard operating procedures (SOPs).
SERVICE RELATIONSHIP MANAGER
ADP
06.2015 - 06.2017
- Managed Global portfolio of payroll/HR clients.
- Focused on building strategic relationships with clients.
- Increased referenceable client list for Sales initiatives.
- Balanced clients needs with companies revenue goals.
Founder
Youco
Toronto/Cape Town
07.2008 - 07.2015
- Founder of direct sales company Youco.
- Managed 35 employees in Canada, and scaled to 350 in South Africa.
- Major clients such as Shell Mastercard, BMO Mastercard, Vodafone, and several major world charities including but not limited to: Amnesty International, Plan International, Four Paws)
- Designed direct sales initiatives for clients to achieve high subscription rates focusing on long term client retention.
- Specialised in event sales, at major conventions etc.
Education
Undergrad - International Business, Marketing & Communications
York University
Toronto, Canada01.2008
Skills
- Customer Success Strategy Development
- Team Leadership and Development
- Client Relationship Management
- SaaS Environment
- Global Payroll and HR Industry Experience
- EOR Solutions
- Data-Driven Decision Making
- Cross-Functional Collaboration
- Problem Solving and Escalation Management
- Change Management
- Revenue Growth and Expansion
- Strategic planning
Timeline
DIRECTOR CUSTOMER SUCCESS & OPERATIONS
Papaya Global
06.2024 - Current
DIRECTOR CUSTOMER SUCCESS
Papaya Global
06.2024 - Current
MANAGER, CUSTOMER SUCCESS
Cloudpay
05.2020 - 06.2024
TEAM MANAGER, CUSTOMER SUCCESS
Elements Global Services
06.2019 - 02.2020
Customer Success Manager
TMF Global
06.2017 - 06.2019
SERVICE RELATIONSHIP MANAGER
ADP
06.2015 - 06.2017
Founder
Youco
07.2008 - 07.2015
Undergrad - International Business, Marketing & Communications
York University
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