Total Service Account Management Team Lead

**Purpose of the role**

As a Team Lead for the Account Specialists Team at Wise, you will play a pivotal role in guiding a team dedicated to enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and upselling opportunities, while ensuring a seamless customer experience. You will leverage your expertise to coach and develop your team, enabling them to proactively identify and address at-risk accounts.

**Key Responsibilities**
- Team Leadership & Development:Lead, mentor, and coach a team of Account Specialists (up to 12 FTEs), fostering a culture of excellence in customer service and growth. Conduct regular feedback sessions and performance reviews to support individual development plans.
- Performance Management:Analyse team performance data to identify areas for improvement and implement strategies to optimise customer engagement and satisfaction.
Key performance indicators for this role will include adherence to SLAs (E2E resolution rate and reach speed), quality assurance of the team's work, and the overall health of the team's portfolio (retention and growth).
- Customer Retention & Upselling:Oversee strategies to enhance customer retention and upsell opportunities. Guide your team in identifying potential upsell opportunities and increasing volume from existing customers.
Address customer challenges to: improve trust, transparency and speed in resolving account checks; improve awareness and adoption of Wise’s products, close gaps to increase share of wallet, maintain high standards of service delivery and manage operational challenges effectively.
Address team challenges to: lead the team in managing a growing portfolio of accounts efficiently, oversee training and development to ensure comprehensive product and compliance knowledge, increase proactive customer engagement to meet their needs.
- Proactive Account Management:Develop and implement strategies for your team to proactively reach out to their assigned book of business, ensuring timely interventions and solutions to prevent churn and facilitate growth of wallet share.
Ensure your team provides exceptional onboarding experiences, guiding businesses through compliance and product implementation to set them up for long-term success with Wise.
Manage your own portfolio of key customers & be able to step in to manage any business from the portfolio of the team.
Cross-Functional Collaboration:Facilitate effective collaboration with internal teams such as Product, Marketing, Compliance, Servicing and Business Operations to ensure customer feedback is integrated into product development and service improvements.**Qualifications**:
**Requirements**:

- Leadership Experience: Proven experience in a team leadership or senior customer success role, preferably within a fast-paced, high-growth environment.
- Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this mindset within your team.
- Strategic Problem-Solving: Excellent problem-solving skills with the ability to think strategically and anticipate challenges.
- Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and your team. Demonstrates the capacity to articulate complex concepts in a manner accessible to customers, fostering strong connections.
- Attention to Detail: Great attention to detail and a solid understanding of KYC principles, with the ability to identify compliance-related red flags and behaviours and guide your team in mitigating risks. Capable of instilling this mindset within your team.
- Dynamic Adaptability: Ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading your team through varied tasks.
- Analytical & Critical Thinking: Strong analytical and critical thinking skills to make data-driven decisions and guide your team effectively under pressure. You'll need to be decisive and accountable, driving team results and empowering your team members to take responsibility.
- Industry Knowledge: Ensure your team stays informed about industry trends, market shifts and competitors’ landscape, translating these insights into actionable strategies for enhanced client interactions and recommendations.

**Expectations**
- You have a track record of successfully growing your accounts and coaching others to do the same.
- You have experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT and other local market payment schemes).
- You’re familiar with business and financial services landscapes and understand how cross border payments work for them today.
- You’ve worked in a high growth payments technical environment previously.
- You get stuff done. Execution is your superpower, and you possess strong planning, decision-making, problem-solving, and critical-thinking skills. You are deadline-oriented and have great time and energy manage