Kayla Rafferty

About Kayla Rafferty

I’ve always been passionate about building strong relationships—whether it’s helping businesses grow, guiding customers to success, or collaborating cross-functionally to drive meaningful results. With nearly a decade in customer success and account management, I’ve had the privilege of working with diverse clients, solving complex challenges, and delivering strategic solutions that make an impact.Currently, I’m an Account Manager at Papaya Global, where I focus on helping clients navigate global payroll solutions with confidence. Prior to this, I honed my skills at Jobcase and EF Education First, managing large books of business, optimizing customer engagement strategies, and spearheading initiatives that strengthened loyalty and retention. I thrive in fast-paced, dynamic environments where problem-solving, collaboration, and creativity come together to create lasting value.Beyond the numbers and KPIs, what drives me most is the human connection—understanding my clients\' needs, advocating for their success, and ensuring they feel supported every step of the way.Outside of work, I’m a first-time mom soaking up life in Austin, Texas, with my husband, our baby, and our dog.Clifton Strengths by Gallup: Woo, Communication, Activator, Positivity, Maximizer

Experience

1. Account Manager

   Papaya Global

   Jul 2024 — Present · Austin, TX, US

   Build and maintain strong client relationships by understanding their goals, managing partnerships, and ensuring smooth collaboration with internal teams to meet SLAs• Manage and support Employer of Record (EOR) clients, ensuring compliance, seamless service delivery, and alignment with their workforce needs.• Identify opportunities for growth within accounts through upselling, cross-selling, and introducing new solutions that align with client needs.• Collaborate with regional leadership and cross-functional teams to develop tailored strategies and support contract amendments that enhance offerings.• Track individual and team KPIs, monitor progress, and adjust strategies to meet targets effectively.• Optimize workflows, leverage internal resources, and provide feedback for process improvements to enhance client experience and outcomes.

Education

• Saint Joseph's College

  Business Marketing, Marketing

  2008 — 2012

• Macquarie University

  Business Marketing

  2011 — 2011