Customer Success Specialist

About the position

Wise is a pioneering global leader in international money transfers and financial services, dedicated to making cross-border transactions seamless and transparent. We are looking for a dedicated and dynamic Customer Success Specialist with expertise in sales to join our team. This unique role combines sales prowess and white-glove customer support to provide an exceptional experience for our existing and prospective high volume customers. As a Customer Success Specialist, you'll be at the forefront of driving growth and cultivating relationships, mostly with consumers. Leveraging your in-depth understanding of Wise product offering and issue resolution, you'll be the driving force behind personalised, tailored experiences while deepening relationships with our high-volume customers. You will guide them through initial interactions, provide support for critical issues, and establish enduring relationships. Additionally, you'll apply your skills to serve dedicated segments of our existing customers, ensuring that their ongoing needs receive the same level of excellence and upsell them on relevant Wise solutions & products.

Responsibilities

• Manage the inbound leads on a daily basis by qualifying and triaging all incoming prospects and contacts across various channels.
• Effectively manage and nurture your customer pipeline, strategically guiding prospects through every stage of the customer journey, all while enhancing growth potential.
• Help improve our inbound lead funnel to optimise for best quality leads and performance with the help from relevant teams.
• Work together with marketing (and other teams) to generate new leads and capture wider audiences.
• Stay informed about industry trends, regulatory shifts, and competitive developments to enhance client interactions, recommendations, and overall experiences.
• Help prospects navigate through compliance and setting correct expectations.
• Make sure they get through onboarding smoothly and set them up for success in their daily usage of Wise products and services.
• Effectively communicate our value proposition after identifying customer needs.
• Identify upsell opportunities and make sure customers understand what we’re able to offer them fully.
• Build enduring relationships by engaging in effective communication and personalised interactions.
• Collaborate closely with teams such as product, marketing, compliance to share valuable feedback to guide product roadmap and improve end customer experience.

Requirements

• Fluent in verbal & written English, additional languages such as Spanish, Portuguese, German and/or French are a plus.
• Strong soft skills & ability to explain difficult concepts in simple terms.
• Great attention to detail and excellent problem-solving skills.
• Knowledge of KYC, ability to identify any compliance related red flags and mitigate risks (training will be provided).
• Previous experience in customer success, sales or account management roles.
• A strong drive to assist our customers and offer specialized, tailor-made experience.
• Ability to multitask, take responsibility and make decisions in challenging situations.
• Punctuality, independence, productiveness and willingness to get things done.
• Great attitude towards giving & receiving feedback.
• Analytical & critical thinking skills, with the ability to think ahead and make thorough decisions under pressure.

Benefits

• Starting salary for this role is $28.50-$34.00 USD + benefits + stocks.