Senior Customer Success Manager

About the role: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.About you:You have at least 3 years working in the fintech/banking industry.You are data-driven, able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams.You have a proven track record completing high-impact projects with measurable results, scaling internal costs and improving the business processes.You’re creative in finding solutions when you are blocked. You’ll have a number of ways to reach cross-team agreements that work for us, the partner and customers even when you receive push back.You go above and beyond the call of duty, work independently without a script and solve complex customer problems working with other teams.You’re self-motivated, can identify efficiencies and are driven to make them happen.You are an excellent communicator - have a proven track record of negotiating changes with internal teams and/or external stakeholders.It’s not required, but it’s a plus if you also speak Portuguese.We’re people without borders — without judgment or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.If you want to find out more about what it's like to work at Wise visit

Wise.Jobs .Keep up to date with life at Wise by following us on

LinkedIn

and

Instagram .

#J-18808-Ljbffr