Customer Success Manager, SME

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Airwallex Full time
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 100,000 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 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, 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.

About the team

The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers.

What you'll do

As an Airwallex Customer Success Manager, you will be the driving force behind reactivating customers, reducing churn, and identifying growth opportunities within your portfolio. You will be the bridge between the customer and the Airwallex team and will have an in-depth understanding of the customer's needs and goals and how Airwallex can support them.
We are looking for a technology-minded, Fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. This will allow you to work with customers to understand their needs and how Airwallex can further add value to their business.

This role is based in Hong Kong.

Responsibilities:

  • Identify upsell and cross-sell opportunities by analyzing customer data and usage trends

  • Own the full sales cycle, from identifying sales opportunities to deal closing, within your book of accounts

  • Proactively identify customers who are not actively using their accounts and develop tailored strategies to drive product adoption

  • Analyze customer behavior and usage patterns to identify accounts at risk of churn and implement retention strategies

  • Collaborate with cross-functional teams to enhance the customer experience and resolve issues promptly

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

  • At least 1-2 years of proven experience in a sales role with a strong track record of achieving targets

  • You are results-driven and skilled at building sales pipelines to meet or exceed KPIs

  • Strong verbal and written communication skills in both Cantonese (Chinese) and English

  • A problem-solving mindset, with the ability to simplify complex challenges and provide creative solutions

  • An analytical mindset with the ability to interpret data, trends, and client information to derive actionable insights.

  • A customer-first attitude, showing empathy and care in understanding and meeting customer needs

  • Start-up and fintech experience is preferred

  • Experience with Salesforce or similar CRM tools is highly regarded

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.

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.

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