Be responsible for Enterprise level accounts‘ relationship maintenance.
You need to identify upsell opportunities and work with the sales team to pitch and be responsible for onboard new business opportunities until they go live. You need to collaborate with other teams to closely monitor accounts’ healthy status and seeking for a win-win with customers;
Manage customer day to day queries and issues to successful resolution.
This could involve engaging internal or external stakeholders where necessary. You will need to keep the customer informed on progress and use your personal relationship with customer to prioritize and manage customer’s expectation;
Monthly/Quarterly Business Review.
You will lead the Monthly/Quarterly Business Review face to face with client, provide data analysis, optimization recommendation, new product/feature promotion and achieve win-win with customer.;
Customer Education.
You will work proactively with customers to educate them on a range of topics including using Airwallex products and manage proper customer expectations. You will ensure customers understand our offering, product and what it means them.;
Improve The Customer Experience.
You will proactively work to identify opportunities to improve the customer journey / experience. You will assess root cause of issues, produce change requests, review and improve process, and feedback to other business areas ways in which processes can be improved;
Comply with all regulation, policies and standards, contributing to an effective risk culture.
Qualifications：
Experience of consulting firm, managing customer relationships and improving customer user experience;
3+ years’ experience of working within a B2B customer facing environment in the Financial industry or software solution industry;
Experience of payment industry is a big plus;
Clear and positive communication, both written and verbal, in English and Mandarin;
Ability to develop, maintain and leverage internal and external networks to work on customer issues at all levels across customers, peers and other teams in Airwallex;
Ability to handle different forms of customer interaction, including handling difficult conversations, and manager customer’s expectation properly;
Ability to think laterally about customer challenges and provide not only an answer but also a solution to prevent recurrence;
Effective management of time and willingness to learn and work in a fast paced working environment.
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