Total Service Account Specialist - Series 7

Wise•Austin, TX

2d•Hybrid

About The Position

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . Are you ready to take a pivotal role in enhancing customer relationships and driving business growth? Wise is seeking a dedicated Account Specialist in Austin, TX to join our high-impact team! This is your unique chance to dive into proactive account management and help shape the future of business support at Wise. What you'll be doing: In this specialist role, you'll be managing a dedicated portfolio of high-volume business customers, focusing on retention and growth in contribution margin. Proactive account management: You'll pioneer our differentiated service proposition, focused on achieving key performance indicators (KPIs) for resolution and quality, while strictly adhering to SLAs and regulatory compliance. This involves understanding customer needs, providing tailored advice, and proactively identifying opportunities for them to optimize their use with Wise. Problem solving & support: Act as the go-to person for complex client issues. Leverage your deep product knowledge to provide powerful, personable relationships with your customer base, generating trust. Strategic client engagement: Proactively monitor your portfolio's health and revenue growth. Use data-driven triggers to engage with customers, addressing potential issues and ensure ongoing customer satisfaction and growth. Collaborate cross-team: Work seamlessly with support teams and other stakeholders such as Product, Engineering, and Business Operations teams. A crucial part of your role is providing valuable feedback that directly contributes to service and process improvements.

Requirements

You have worked in an account management role.
You have a Series 7 certification (Must have to be considered)
You have a track record of successfully growing your accounts.
You're familiar with the business and financial services landscapes and understand how cross-border payments work for them today.
You ensure your team stays informed about industry trends, market shifts, and competitors’ landscape, translating these insights into actionable strategies.
You've worked in a high-growth payments technical environment previously.
You are extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them.
Getting stuff done is your superpower! You possess strong planning, problem-solving, and decision-making skills. You are deadline-oriented with great time and energy management.
You are ready to go deep into the rabbit hole—whether it’s diving deep into data analysis, processes, or compliance.
You are decisive and accountable, driving team results and empowering team members.
Customer-Centric focus: You possess the rare ability to balance daily execution with high-level empathy, ensuring the customer is present in every meeting and decision. We value creative thinkers who don’t just follow a script but use ingenuity to solve complex problems and drive long-term loyalty.
Strategic & analytical thinking: You possess excellent problem-solving, analytical, and critical thinking skills. You'll make data-driven decisions and anticipate challenges, guiding effectively under pressure.
Exceptional communication: Outstanding English communication skills to clearly explain complex concepts to both customers and internal team members.
Attention to detail & compliance: Great attention to detail and a solid understanding of KYC principles. You can identify compliance-related red flags and behaviours, and actively guide your team in mitigating risks.
Dynamic adaptability: The ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading your team through varied tasks.
Collaborativeness: You will act as the customer´s voice within the company driving changes by taking feedback to the product team as well as talking to other teams in solving customer´s issues.

Nice To Haves

Payments expertise: You have experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT, and other local market payment schemes).
Fluency in one or more of the following languages: Spanish, French, German, and/or Portuguese.
Experience with Salesforce (CRM/case handling), Zendesk, Twilio, Looker/SuperSet, Confluence, and Slack.

Responsibilities

Managing a dedicated portfolio of high-volume business customers, focusing on retention and growth in contribution margin.
Pioneering our differentiated service proposition, focused on achieving key performance indicators (KPIs) for resolution and quality, while strictly adhering to SLAs and regulatory compliance.
Understanding customer needs, providing tailored advice, and proactively identifying opportunities for them to optimize their use with Wise.
Act as the go-to person for complex client issues.
Leverage your deep product knowledge to provide powerful, personable relationships with your customer base, generating trust.
Proactively monitor your portfolio's health and revenue growth.
Use data-driven triggers to engage with customers, addressing potential issues and ensure ongoing customer satisfaction and growth.
Work seamlessly with support teams and other stakeholders such as Product, Engineering, and Business Operations teams.
Providing valuable feedback that directly contributes to service and process improvements.