Account Manager

Job Scope

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. If you are looking for a growing career – come be part of WEX today!

The Account Manager is an experienced listener and a business expert, responsible for all areas of account management, including understanding clients’ business needs, resolving issues in a timely manner; understanding competitor solutions the client is using as well as the clients’ developing needs – being able match customer needs to our product/service range.

Account Management

• Provides technical account management and support for a portfolio of assigned accounts as well as service escalations.

• Develops a Service Plan and Contact Plan; Fully understands the client organization and strategy to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualify opportunities to ensure high performance

• Works to develop initiatives to improve communications, processes and workflow with clients and within WEX to create and maintain positive client relationships.

• Acts as the main point of contact for daily requests, providing creative and prompt issue resolution when faced with unique client requirements and scenarios.

• Ensures quality service and operational performance is within the parameters of the client's requirements and service delivery standards.

• Acts as the client advocate in the Client Business Review from an operational direction based on experience and trends. Aligns client's needs with internal solutions. Implements creative strategies and works with Solution Engineers, Product and Relationship Managers to seek new client solutions where appropriate.

Relationships

• Maintains long‐term relationships with clients, with focus on the operational teams. Ensures understanding of the 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. Identifies new product services based on strategic direction of the client's business

• Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally.

• Monitors and manages high risk accounts, as identified by the business, to ensure relationships are supported and the understanding of the risks are understood throughout the business

Business Growth

• In collaboration with Relationship Managers, has awareness of financial and commercial points for assigned accounts. Receives support from legal, product and other key stakeholders to seek new client operational solutions where appropriate.

• Ensures the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business.

• Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities.

Teamwork & Leadership 

• Drive initiatives across the team to meet and exceed business targets. Collaborate closely with acquisition teams to maintain client expectations and drive results.

• Collaboration with technical resource to deliver appropriate messaging for strategic relationships.

• Communicate with internal stakeholders on issue status, resolution and risks.

Knowledge and Experience

Required

• Bachelor’s degree and/or three (3) years’ experience in a client-facing role

• Previous service delivery and/or account management experience

• Language skills: English. Mandarin language skills a plus.

• Strong communication skills and empathetic approach to clients.

• Excellent time management, organization, prioritization, and the ability to manage multiple tasks in a fast-paced environment.

• Effective verbal and written communication skills.

• Analytical and mathematical skills, with a solution oriented approach.

• Strong PC skills with emphasis on spreadsheets and presentations. Experience with Google Workspace applications and Salesforce a plus. 

• Ability to provide training and documentation

Desirable

• Understanding of web service protocol SOAP or REST API would be advantageous.

• Experience working cross-functionally.