About the job
Join Airwallex as a Manager of Customer Success Management
At Airwallex, we are redefining the landscape of global business payments and financial solutions. As a pivotal member of our team in Guangzhou, you will lead our Customer Success Management efforts, focusing on deepening relationships with existing clients to enhance satisfaction, product engagement, and business growth.
This role is essential for those who possess an excellent service mindset, strong team management skills, and an understanding of B2B operations and customer service systems.
Your Responsibilities
Team Leadership and Process Optimization
- Oversee daily operations of the customer management team, setting objectives, allocating clients, managing performance, and developing talent.
- Design and refine customer service processes utilizing self-service platforms and automation tools to improve service efficiency.
- Establish and enhance internal collaboration mechanisms to ensure seamless interactions across departments like strategy, product, and compliance, driving stable client transactions.
Client Operations and Service Enhancement
- Develop and implement operational strategies for existing merchants, focusing on transaction growth, user engagement, and product penetration.
- Conduct ongoing training to elevate team expertise, ensuring proactive customer service and rapid response to inquiries, continuously boosting client satisfaction.
- Identify potential risks, abnormal transactions, compliance issues, and proactively mitigate churn through effective solutions.

