Airwallex - Account Manager (Retail & E-commerce), SME & Growth
Requirements
• We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. • > 4 years of experience in account management, relationship management, customer success, sales or a similar commercial role. • A demonstrated track record of driving revenue growth, expansion or wallet share within existing accounts. • Strong commercial drive and motivation to identify and pursue growth opportunities. • Confidence engaging directly with customers and business stakeholders to understand their needs and recommend relevant solutions. • Ability to build meaningful relationships with customers across different functions and levels of seniority. • Consultative selling and discovery skills, with the ability to understand a customer’s business model and connect their challenges to commercial opportunities. • Strong verbal and written communication skills in English. • Strong problem-solving skills, with the ability to identify customer issues, coordinate internal stakeholders and drive solutions through to resolution. • Ability to collaborate effectively with Sales, Product, Operations, Marketing and Strategy teams. • Comfort learning new technology and using CRM, analytics and other tools to drive customer engagement and growth. • A proactive, resilient and ownership-oriented approach to managing customer relationships and commercial outcomes. • Experience working with retailers, e-commerce businesses, marketplaces, consumer brands or other digital businesses. • Experience in payments, fintech, SaaS, merchant acquiring, payment gateways, FX or financial services. • Understanding of cross-border commerce, international payment flows or global business operations. • Experience managing customers with international operations or expansion plans. • Proven ability to identify and execute upsell and cross-sell opportunities within an existing customer portfolio. • Experience working with commercial, finance, treasury, operations, e-commerce or payments stakeholders. • Strong analytical skills and the ability to use customer data to identify growth opportunities. • Familiarity with Salesforce, Looker, Tableau or similar CRM and data visualisation tools. • 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 • Equal opportunity
Responsibilities
• Own and grow a portfolio of retail, e-commerce, marketplace and consumer business customers in Singapore. • Build trusted, multi-threaded relationships with stakeholders across commercial, finance, operations, e-commerce, product and leadership teams. • Develop a deep understanding of each customer’s business model, payment flows, growth plans, key performance indicators and operational challenges. • Use customer activity, transaction data, product adoption and business developments to identify whitespace and growth opportunities. • Identify and qualify upsell and cross-sell opportunities across the Airwallex product suite, including cross-border payments, collections, FX, payouts, Global Accounts, cards, spend management and other financial infrastructure. • Lead consultative discovery conversations to understand customer needs, current processes, desired outcomes, decision criteria and implementation requirements. • Translate customer challenges into relevant commercial solutions that increase wallet share, revenue and product usage within existing accounts. • Lead commercial discussions, manage objections, negotiate effectively and progress opportunities from qualification through agreement, activation and adoption. • Partner with customers as they expand into new markets, helping them understand how Airwallex can support international collections, payments, FX, payouts and supplier or operational payments. • Educate customers on relevant Airwallex products and features, and proactively drive activation, usage and ongoing adoption. • Work closely with Sales, Product, Operations, Marketing, Strategy, Risk and Compliance teams to resolve customer issues and deliver solutions through to completion. • Monitor transaction volumes, product usage and agreed success metrics after launch. Investigate gaps between forecast and actual adoption, and take action to improve realised customer value. • Identify churn risks early and coordinate the appropriate commercial, product or operational response. • Maintain accurate account plans, pipeline, forecasts, activation milestones and customer notes in Salesforce or other CRM tools. • Use data, analytics, automation and AI-enabled tools to improve customer preparation, follow-ups, account reviews and portfolio prioritisation.
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