Senior Customer Success Manager
Senior Customer Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Salary: SGDmonthly RSU
This role will give you the opportunity to:
- Own and nurture operational relationships with partners and unblock the growth opportunities. This means being partners point of operational contact (escalations operational friction patterns) managing stakeholders and conducting business review meetings providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking operational obstacles to growth.
- Own operational success plans with partners to maximize the value partners get from Wise. This means analyzing the operational performance and being the driver of strategic operational improvements projects with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan.
- Scale internal operations. This means looking into the data (on partnerlevel regional and global) working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps by negotiating changes with partners product engineers and other stakeholders on a regional or global level. Take the lead on driving the crossteam projects implementing these changes.
- Agree with partners on implementing the endpoints & webhooks. This means exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partners support operational teams by sending the data via API to our partner. Negotiate such changes with a partner as they need to do tech work on their end as well.
- Analyze the quality of support we provide to our partners and their customers. This means understanding how well our responses solve the cases raised what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular. Collecting feedback from assigned partnerships to identify key improvement areas.
Qualifications :
About you:
- You have at least 35 years of working in the banking or fintech industry space
- You have proven track of record completing the projects with measurable results scaling internal costs and improving the processes (ready to share about at least 3 projects lead and delivered)
- You are datadriven able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams
- Youre creative in finding solutions when you are blocked. Youll have a number of ways to reach crossteam agreements that work for us the partner and customers even when you receive a push back
- You go above and beyond the call of duty work independently without a script and solve complex customer problems working with other teams
- You are an excellent communicator have a proven track of negotiating changes with internal teams and/or external stakeholders.
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
