Customer Success Manager (RFI Support), SME & Growth

Job description

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. 主要职责 1.根据公司市场战略，负责对目标客户进行深度维护,包括新客前期服务及存量客户维护。 2.负责新客户从激活到前3单的服务跟进，让客户了解并习惯使用公司的产品，能根据客户需求处理资金查询及内部审核等日常工作。 3.通过高效服务流程，能对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验 4.协同市场、销售团队，培育挖掘沉睡、高潜客户，提升客户价值 5.协同运营、风控、合规团队，识别潜在业务风险，协同战略、产研团队，挖掘客户需求痛点，推动产品优化 6. 在 Salesforce / 内部系统中查看、更新和推进 KYC、Ongoing KYC、TM、KYB 等 RFI case。与 Ops、Risk、Sales、AM、客服等团队协作，推动 case 按 SLA 完成对客户提交的资料进行基础完整性检查，确保信息准确、清晰、可用。 任职要求 1· 本科及以上学历，中英文流利 2· 2年以上客户服务、客户体验、客户成功相关工作经验，同类跨境支付领域B2B业务服务/运营/风控审核，KYC/KYB相关经验者优先。 3·具备良好的学习能力，数据分析能力和总结概括能力 4·结果导向，具有成长性和好奇心，有团队合作精神和跨团队协作沟通能力 APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.