At a Glance
- Tasks: Join us to manage customer success and drive growth for our SME clients.
- Company: Airwallex, a leading fintech revolutionising global banking.
- Benefits: Hybrid work environment, competitive salary, and opportunities for career growth.
- Other info: Collaborative culture with a focus on innovation and customer experience.
- Why this job: Be a founding member of a dynamic team making a real impact in fintech.
- Qualifications: 5+ years in customer success or operations, ideally in fintech.
The predicted salary is between 81000 - 99000 £ per year.
About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe.
Attributes We Value
We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero-to-one ideas into real products, and you 'get stuff done' end-to-end. You use AI to work smarter and solve problems faster.
About the team
Airwallex is revolutionizing global banking, and the EMEA Growth team is key to driving growth and retention of our growing long tail of customers. Our work spans Airwallex's core solutions, including Payments, Business Accounts, Spend and APIs, combining a scalable, customer-first approach with the pace and ambition of a high-growth fintech.
What you'll do
- The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in EMEA.
- This role will work with our commercial team on our SME/MM clients through the implementation, go-live and servicing phases.
- You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations.
- You are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems.
- We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process.
Responsibilities
- Founding member of the CSM team in EMEA to help build out the function.
- Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch.
- Project manage the implementation of new features across the accounts you support.
- Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution.
- Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall.
- Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve.
- Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary.
- Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed.
Who you are
- You have at least 5 years of experience in customer success, operations or account management with enterprise clients (advantageous if this is in fintech).
- You are a relationship builder - you build meaningful, collaborative relationships with all people that you work with, both internally and externally.
- You can speak to anyone – you should have exceptional communication skills and be comfortable conversing with people of all backgrounds, domains and seniority level.
- You are detail obsessed - you check everything upfront twice to make sure there are no downstream impacts due to errors.
- You are technically minded and have prior experience working in an organization delivering/troubleshooting SaaS or technical solutions to clients.
- Experience in payments is desirable.
- Experience using any of the following tools: Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent.
Founding Customer Success Manager, SME & Growth employer: Airwallex
Airwallex is an exceptional employer that fosters a dynamic and innovative work culture, empowering employees to make a real impact in the global financial landscape. With a commitment to professional growth, team members benefit from accelerated learning opportunities and the chance to collaborate with some of the brightest minds in tech across a diverse, global environment. Located in Melbourne, Airwallex offers a unique blend of cutting-edge technology and a supportive atmosphere, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Founding Customer Success Manager, SME & Growth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Airwallex. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Airwallex before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Founding Customer Success Manager, SME & Growth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Airwallex:Your cover letter is your chance to shine! Tell us why you want to work at Airwallex specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Airwallex!
How to prepare for a job interview at Airwallex
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
