Technical Account Services Manager

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

At WEX we see corporate payments differently. We are a leading and growing global provider of payment processing and information management solutions. We are passionate about providing payment solutions with unparalleled security and control for corporate purchasing and transaction monitoring needs. We hire people who share the same passion for continuous innovation and client service that is unparalleled in our industry. We are employee centric offering value-based incentives and generous compensation and benefits packages.

As an operations-focused Account Services Manager, you will be instrumental in understanding the technical intricacies of our clients' virtual card payment environments and proactively addressing their operational needs. You will be the go-to person for technical inquiries, driving issue resolution and implementing strategies to empower our clients.

What’s on offer?

• Highly Competitive basic salary of between £39000-£41000 (Dependent on experience)
• Annual Bonus
• 40 hour week- Monday to Friday, no evenings or weekends
• Hybrid working (2 days per week in the London Bridge office)
• Industry leading pension scheme
• 25 days holiday plus bank holidays- with the opportunity to purchase additional holidays
• Life assurance
• Income protection
• Discount & Perks platform
• Employee wellbeing

How you’ll make an impact

• Technical Issue Resolution: Serve as the primary technical point of contact for daily operational requests and critical incidents. Effectively triage and resolve operational technical queries and issues, working closely with other internal teams when required. Communicate resolution to customers.
• Account Management: Develop and maintain comprehensive technical account plans and contact strategies for assigned clients. Gain a deep understanding of their organizational structure, business goals, and payment landscape.
• Business Development Support: Provide technical insights and support to the commercial team in identifying and qualifying new business opportunities within your client portfolio.
• Client Advocacy: Act as a strong advocate for client technical needs within WEX, collaborating with Product, Engineering, and Support teams to ensure their requirements are understood and addressed.
• Continuous Improvement Initiatives: Identify and drive initiatives to improve communication, processes, and workflows both internally and with clients to enhance the overall client experience.
• Performance Monitoring and Reporting: Monitor key performance indicators for client success and service delivery. Contribute to regular client business reviews with insightful operational data and recommendations.
• Documentation & Training: Contribute to the development of technical documentation and provide operational guidance to clients as needed.
• Out-of-Hours Incident Management: Provide periodic on-call support (twice per quarter on average) ensuring effective customer communication, collaborating with IT teams for timely resolution.

Experience You’ll Bring

• Experience in a client-facing technical role, ideally within service delivery or technical account management.
• Strong technical aptitude with the ability to understand and explain complex technical concepts.
• Excellent communication, presentation, and interpersonal skills with a customer-centric approach.
• Proven ability to manage multiple priorities, solve problems effectively, and work independently in a fast-paced environment.
• Proficiency in English; additional language skills are a plus.
• Solid PC skills, including experience with spreadsheets and presentations (Google Workspace and Salesforce proficiency is a plus).
• A proactive and solution-oriented mindset with a passion for driving client satisfaction. Ability to quickly learn new technologies and adapt to evolving client needs.

Desirable:

• Understanding of web service protocols (ideally REST/SOAP API).
• Proficiency in analyzing large datasets, combined with experience utilizing data visualization/BI platforms (e.g., Google Looker, Tableau).
• Experience working in a cross-functional team environment.

What’s Next?

If you have the skills and passion to carry out our Technical Account Service Manager, we would love to hear from you. APPLY NOW for immediate consideration.