Account Manager, Enterprise

• Be responsible for Enterprise level accounts' relationship maintenance
• Identify upsell opportunities
• Collaborate with other teams to closely monitor accounts’ healthy status and seek for a win-win with customers
• Manage customer day to day queries and issues to successful resolution
• 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
• Work proactively with customers to educate them on a range of topics including using Airwallex products and manage proper customer expectations
• Proactively work to identify opportunities to improve the customer journey / experience
• Comply with all regulation, policies and standards, contributing to an effective risk culture

• Experience of 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
• 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

Experience of payment industry is a big plus