Senior Customer Success Manager

About the position

You will be working closely with the Account Management team and Wise operational teams, which are global. You will also work with other functions, including product management, tech, legal, compliance, implementation and business development. This role will give you the opportunity to own and nurture operational relationships with partners and unblock the growth opportunities. This means being their first point of operational contact (escalations, operational friction patterns), managing stakeholders and conducting business meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking operational obstacles to growth. Own operational success plans with partners to maximize the value partners get from Wise. This means analyzing the operational performance and being the driver of strategic operational improvements with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan. Scale internal operations. This means looking into the data (on partner-level, regional and global), working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps by negotiating changes with partners, product, engineers and other stakeholders on a regional or global level. Take the lead on implementing these changes. Agree with partners on implementing the endpoints & webhooks. This means exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partner’s support operational teams by sending the data via API to our partner. Negotiate such changes with a partner, as they need to do tech work on their end as well. Analyze the quality of support we provide to our partners and their customers. This means understanding how well our responses solve the cases raised, what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular. Collecting feedback from assigned partnerships to identify key improvement areas.

Responsibilities

• Own and nurture operational relationships with partners and unblock growth opportunities.
• Be the first point of operational contact for partners, managing escalations and operational friction patterns.
• Conduct business meetings and provide solutions to partners to improve operational states.
• Own operational success plans with partners to maximize value.
• Analyze operational performance and drive strategic operational improvements.
• Scale internal operations by identifying key friction points and negotiating changes.
• Implement changes agreed upon with partners regarding endpoints and webhooks.
• Analyze the quality of support provided to partners and their customers.
• Collect feedback from partnerships to identify key improvement areas.

Requirements

• At least 3 years experience working with payments processing.
• Experience in delivering excellent service to customers and partners.
• Data-driven with the ability to collect and analyze data.
• Proven track record of completing projects with measurable results.
• Creative in finding solutions and negotiating cross-team agreements.
• Self-motivated and driven to identify efficiencies.
• Excellent communication skills with a proven track record of negotiating changes.