Account Manager, Enterprise

About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.
Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.
Attributes We Value
We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.
You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.
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.