Manager, Customer Success Management, SME & Growth at Airwallex

Hangzhou, China

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Fintech, Payments, Financial ServicesIndustries

Requirements

全日制本科及以上学历。
3 年以上客户服务 / 客户成功 / 客户运营相关经验，有金融、跨境出海、电商 SaaS 等行业经验者优先。
有团队管理或项目负责人经验，具备目标制定、绩效管理、辅导团队成员能力。
具备强烈的客户服务意识，良好的沟通能力与问题解决能力。
学习能力强，具备成长性、分析能力与强执行力。
擅长跨团队协作，能推动复杂项目顺利落地。

Responsibilities

负责团队日常管理，制定团队目标、客户分配、绩效管理与人才培养计划。
搭建与优化客户服务流程：基于自助服务平台、自动化客服工具及 SOP，持续完善团队服务流程，提高整体服务效率。
建立并优化团队内部协作机制，确保战略、产品、合规等跨部门协作顺畅，推动客户交易稳定增长。
负责制定并执行存量商户的运营策略，包括交易增长、活跃提升、产品渗透率提升。
通过持续培训提升团队专业能力，推动团队为客户提供主动服务、高效响应客户咨询，持续提升客户满意度。
识别潜在风险商户、异常交易、合规隐患、预警潜在流失，制定解决方案并推动团队执行。
梳理客户需求痛点，协同战略、产研团队，推动产品功能持续优化。
分析客户的业务数据和使用行为，形成洞察报告，为业务决策提供依据。

Skills

Key technologies and capabilities for this role

Team ManagementPerformance ManagementCustomer ServiceProcess OptimizationCross-Functional CollaborationCustomer OperationsSOP DevelopmentAutomation ToolsTo B BusinessClient RetentionGrowth StrategiesMerchant Operations

Questions & Answers

Common questions about this position

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

Candidates need a full-time bachelor's degree or above, 3+ years in customer service, customer success, or customer operations, with preference for financial, cross-border, or e-commerce SaaS experience, plus team management or project lead experience.

What are the main responsibilities of this position?

The role involves leading the customer management team, building service processes, executing strategies for existing merchants to boost transactions and retention, and collaborating cross-departmentally to drive growth and product improvements.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What qualities make a strong candidate for this role at Airwallex?

Strong candidates have team management skills, strong customer service awareness, excellent communication and problem-solving abilities, quick learning, analytical skills, execution strength, and cross-team collaboration 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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