Manager, Customer Success Management, SME & Growth at Airwallex

Guangzhou, Guangdong Province, China

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, Enterprise SoftwareIndustries

Requirements

本科或以上学历
2年以上带团队的经验
5年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先
具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策
结果导向，具有成长性和好奇心
有团队合作精神，能跨团队协作推动复杂项目落地

Responsibilities

根据公司市场战略，负责对目标市场存量客户进行深度维护
负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程
通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验
协同战略、产研团队，挖掘客户需求痛点，推动产品优化
协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值
协同运营、风控、合规团队，识别潜在业务风险

Skills

Key technologies and capabilities for this role

Customer SuccessTeam ManagementClient Relationship ManagementCustomer Service AutomationProcess OptimizationProduct FeedbackCross-functional CollaborationRisk IdentificationClient RetentionCustomer Satisfaction

Questions & Answers

Common questions about this position

What experience is required for this Manager, Customer Success Management role?

Candidates need a bachelor's degree or above, 2+ years of team management experience, and 5+ years in customer service, customer experience, or customer success, with preference for enterprise services and cross-border top companies.

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What salary or compensation does this role offer?

This information is not specified in the job description.

What does Airwallex value in team members?

Airwallex values successful builders with founder-like energy, strong expertise, sharp thinking, humility, collaboration, fast execution with good judgment, curiosity, and using AI to solve problems.

What makes a strong candidate for this position?

Strong candidates have team leadership experience, data-driven decision-making skills, result orientation, growth mindset, curiosity, and the ability to collaborate across teams to drive complex projects.

Airwallex

Cross-border payment solutions for businesses

About Airwallex

Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.

Eastern District, Hong KongHeadquarters

2015Year Founded

$877.4MTotal Funding

SERIES_ECompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Employee Equity Programs

Risks

Increased competition from fintech startups could erode Airwallex's market share.

Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.

Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.

Differentiation

Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.

The company integrates financial services into platforms, enhancing customer experience and efficiency.

Airwallex's global presence with ten international offices supports its expansive service offerings.

Upsides

Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.

The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.

Airwallex's expansion in EMEA with new offices boosts its international market presence.

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