Account Manager, Enterprise

About Airwallex

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

Responsibilities:

1. Be responsible for Enterprise level accounts' relationship maintenance. Be responsible for Enterprise level accounts‘ relationship maintenance. You need to identify upsell opportunities. You need to collaborate with other teams to closely monitor accounts’ healthy status and seek for a win-win with customers.

2. 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 customers to prioritize and manage customer expectations.

3. Monthly/Quarterly Business Review. You will lead the Monthly/Quarterly Business Review face to face with clients, provide data analysis, optimization recommendation, new product/feature promotion and achieve win-win with customers.

4. 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 to 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 processes, and feedback to other business areas ways in which processes can be improved.

5. Comply with all regulation, policies and standards, contributing to an effective risk culture.

   Qualifications：

   1. Experience of managing customer relationships and improving customer user experience;

   2. 3+ years’ experience of working within a B2B customer facing environment in the Financial industry or software solution industry;

   3. Experience of payment industry is a big plus;

   4. Clear and positive communication, both written and verbal, in English and Mandarin;

   5. 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;

   6. Ability to handle different forms of customer interaction, including handling difficult conversations, and manager customer’s expectation properly;

   7. Ability to think laterally about customer challenges and provide not only an answer but also a solution to prevent recurrence;

   8. Effective management of time and willingness to learn and work in a fast paced working environment.

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.