Description
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.
As an Enterprise Support Specialist for Wise Platform, your mission is to drive operational efficiency and scalability for our partners (Embedded Solutions, Corresponded Services, Enterprise Accounts). You'll be a key liaison, ensuring our partners get the most out of our products by acting as their internal champion within Wise Platform. You will provide advanced-level support and guidance throughout the entire partner lifecycle,from implementation to ongoing optimization.
Key Responsibilities:
- Partner Onboarding & Implementation: Manage the entire operational setup for new partners assigned to WPES in the implementation phase. This includes developing and delivering tailored training and workshops for their teams, setting up systems to ensure data extraction, verifying information and features against Solution and Overview Matrix pages, and aligning functional teams to support the new partnerships.
- Relationship Management: Build and maintain strong, lasting relationships with partners, becoming their primary point of contact. This involves managing long-tail accounts, conducting deep-dives and meetings, and providing quarterly feedback to maintain strong relationships with key accounts.
- Training & Support: Provide high-level training and refreshers on our products and financial concepts. Your financial literacy will be crucial for explaining complex topics related to payments, Wise products, and API setups.
- Customer & Product Advocacy: Act as the voice of the partner within Wise, ensuring that partner needs and feedback are heard by internal product and regional teams.
- Risk Monitoring & Churn Prevention: Actively monitor partner behavior and account activity for signs of dissatisfaction or risk, and intervene to prevent churn.
- Compliance & Technical Expertise: Provide guidance on financial regulations and compliance standards, such as GDPR and KYC/AML, ensuring partners use our products legally.
Qualifications:
- Analytics: Proficient in using data and analytics tools like MS Suite, Looker, and Snowflake.
- Project Management: Ability to manage projects autonomously from start to finish.
- Communication & Presentation: Exceptional communication skills, both written and verbal.
- Complex Problem-Solving: Treat each issue as an opportunity to identify the root cause, develop a comprehensive solution, and implement a process that prevents the problem from recurring.
- Cross-Regional Collaboration: Seamless collaboration with all Wise Platform teams and Wise's regional teams.
- Product Knowledge: Deep and comprehensive understanding of all Wise Platform products.
- Functional Team Knowledge: Solid understanding of servicing functional teams, including Quality Assurance, Workforce Management, Learning & Development, Knowledge Management, Content Management, and Continuous Improvement.
- Incident Management: Help manage and resolve incidents efficiently.
- In-Depth Operational Knowledge: Comprehensive understanding of both operational processes and compliance regulations.