Account Manager, SME & Growth

As an Account Manager at Airwallex, you'll be responsible for cultivating strong relationships with our SME & Growth clients. You'll serve as the primary point of contact, addressing their inquiries and driving account growth by offering tailored solutions that enhance customer satisfaction in the fintech realm.

To qualify for the Account Manager position at Airwallex, candidates should have 3+ years of experience in account management or sales within the fintech or payments industry. A solid understanding of payment processing and experience with Salesforce or similar CRM tools are highly regarded.

In your day-to-day role as an Account Manager at Airwallex, you will engage with clients, resolve their issues, and identify growth opportunities. You'll collaborate with various internal teams to ensure seamless onboarding and integrated solutions, making a real difference in the small and medium-sized enterprise landscape.

Choosing to work at Airwallex as an Account Manager comes with numerous benefits. You'll join a dynamic team that values innovation, diversity, and empowerment. With over 1,500 talented employees globally, you can enhance your career while making a positive impact on SMEs and the global economy.

At Airwallex, our culture is centered around collaboration, creativity, and customer success. As an Account Manager, you will be part of a supportive team driven by a shared goal: to empower our clients and streamline their payment processes. We embrace diversity and encourage personal growth.

Airwallex provides robust support to its Account Managers through ongoing training and development. You will have access to a wealth of resources, mentorship opportunities, and a collaborative internal network that prepares you to excel in the ever-evolving fintech landscape.

While direct experience in payments is preferred, what truly matters for the Account Manager position at Airwallex is your ability to understand payment processing concepts and build lasting client relationships. Strong communication and problem-solving skills are equally important.

When faced with difficult client situations, I take a step back to assess the issue fully. It’s important to listen actively to the client’s concerns, validate their feelings, and provide reassurance. I then draw upon my product knowledge and past experiences to offer solutions that address their needs, emphasizing collaboration and transparency throughout the process.

In my previous role, I successfully expanded a client’s account by conducting a thorough analysis of their usage patterns and identifying gaps in their payment solutions. I proposed tailored enhancements that streamlined their processes, ultimately increasing their engagement with our platform and resulting in a 30% growth in their account value.

Building strong relationships requires consistent communication and a genuine understanding of the client’s business. I focus on regular check-ins, providing value through insights and industry trends, and addressing their inquiries promptly. I also believe in personalized service, tailoring my approach based on their unique needs.

Staying informed about the fintech industry is crucial for an Account Manager. I regularly read industry publications, participate in webinars, engage in networking events, and follow thought leaders on social media. Continuous learning allows me to bring the latest insights to my clients and support their growth effectively.

In a previous project, I collaborated with sales, engineering, and customer support teams to launch a new feature. I facilitated regular meetings to ensure alignment, gather feedback, and strategize our approach. This cross-functional collaboration not only resulted in a successful launch but also enhanced our internal relationships and improved client communication.

I am passionate about client success because I derive satisfaction from seeing my clients thrive. Their achievements are a reflection of our efforts, and I take great pride in being part of their journey. Ensuring that clients have the tools and support to grow keeps me motivated and engaged in my work.

If a client expresses dissatisfaction, I would first listen to their concerns and validate their feelings. It’s essential to understand the root cause of their dissatisfaction. I would then work to provide immediate solutions while communicating transparently about how we plan to address their issues long-term, ensuring that their needs remain a priority.

In account management, key metrics include client satisfaction scores, account growth rates, and retention rates. I also focus on response times to client inquiries and the number of opportunities identified. These metrics help me gauge client health and identify areas for improvement.

Onboarding a new client begins with a kickoff meeting to understand their goals and specific requirements. I would then create a tailored onboarding plan, ensuring they have access to our resources and support. Throughout the process, I would maintain consistent communication to address questions and provide guidance, making their transition smooth and effective.

The biggest challenge in account management is balancing the diverse needs of various clients while ensuring timely and effective support. I believe managing expectations and consistent communication is vital to overcoming this challenge. By prioritizing tasks based on urgency and impact, I can provide the attention needed to foster strong relationships.