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  • Account Manager - Melbourne - WEX

    WEX
    WEX Melbourne

    3 weeks ago

    Default job background
    Description

    Job Role/Focus

    As a Senior Account Manager for WEX Mobility Business in the APAC region, you will play a pivotal role in strengthening partnerships with merchants and ensuring success of existing relationships. You will act as a trusted advisor, proactively supporting merchants and partners to maximize use of WEX services, improving operational efficiency and unlocking growth opportunities. This role is vital to maintaining high levels of satisfaction and loyalty by nurturing long-term, mutually beneficial commercial partnerships.

    Key Responsibilities & Duties

    • Strengthen existing relationships with merchants and partners by building trust, understanding their business goals and addressing their unique challenges.

    • Act as primary liaison for operational and service-related inquiries, ensuring seamless and exceptional experience.

    • Proactively identify opportunities to deepen engagement, expand service adoption and support merchants' and partners' success.

    • Educate merchants and partners on WEX's mobility products and services, showcasing how they can enhance operations and drive business growth.

    • Collaborate closely with internal teams, including sales, product and operations, to address merchant and partner needs and deliver tailored solutions.

    • Regularly review merchant and partner account performance, analysing and sharing data, and addressing issues before they escalate, ensuring services meet or exceed expectations.

    • Gather strategic insights based on merchant and partner feedback and usage trends to drive continuous improvement in WEX's offerings.

    • Maintain detailed records of merchant interactions, ensuring accurate and up-to-date documentation in CRM systems.

    • Manage rollout of new solutions, such as terminal replacement projects and ancillary activities for merchants and partners.

    Required Skills and Qualifications

    Essential:

    • Minimum 5 years of experience in account management, relationship management or customer-facing role, ideally within financial services, payments or SaaS industry.

    • Proven ability to strengthen and grow merchant and/or partner relationships, ensuring long-term success.

    • Exceptional interpersonal and communication skills, with ability to engage and influence stakeholders at all levels.

    • Strong problem-solving and decision-making abilities, with proactive and strategic approach to relationship management.

    • Demonstrated success in driving customer satisfaction and retention in fast-paced, dynamic environment.

    • Proficiency in using CRM tools, such as Salesforce, and Google Suite.

    • Deep understanding of APAC business landscape and cultural nuances in partnership development.

    Desirable:

    • Experience in financial services account management or payments technology.

    • Knowledge of data analysis tools to track and interpret merchant usage trends.

    • Bachelor's degree in Business Administration, Marketing or related field.


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