Customer Success Lead
3 weeks ago
Job Description
We are seeking a seasoned Customer Success Lead to spearhead our APAC CSM team. This team focuses on empowering our Wise Platform partners to successfully integrate and scale their API connections. Key areas of focus include enhancing contact rates, ensuring seamless payments, minimizing issues, and automating invoicing.
This role offers the opportunity to lead a team that:
- Builds Strong Partner Relationships
- The team manages and improves operational relationships with partners, serving as the primary point of contact for issue resolution and growth obstacle removal.
- Scales Partner Operations
- The team develops and oversees plans to help partners maximize their Wise experience.
- Improves Product Operations
- The team analyzes data to identify product operation challenges affecting partner success and collaborates with internal teams to implement solutions enhancing the partner experience.
- Implements Technical Solutions
- The team works with partners to agree on API and webhook use, facilitating process streamlining and ensuring technical readiness.
- Improves Quality of Services
- The team evaluates the quality of support provided to partners, aiming to better resolve issues and decrease contact frequency.
Key Qualifications:
- At least 2 years of experience in a leadership role, preferably in payments, tech, or fintech.
- Proven track record of building or scaling a customer success team, focusing on removing operations problems at the core.
- Experience influencing internal teams to prioritize improvements benefiting partners/clients.
- Background working with enterprise partners/clients, leading meetings, managing QBRs, and serving as a primary point of contact.
- Skilled at analyzing data to prioritize important improvements for partnerships and internal processes.
- Successful delivery of impactful projects improving business processes and reducing costs for the company and partners/clients.
- Creative problem-solving skills and ability to navigate challenges to secure agreements across cross-functional teams.
Additional Information:
At Wise, we're a people-driven company that values diversity, equity, and inclusion. We believe in creating a work environment where everyone feels respected, empowered to contribute, and able to progress in their careers. If you're passionate about customer success and want to join a dynamic team, we encourage you to explore this opportunity further.
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