Description
About the Role
As an Account Manager, SME & Growth at Airwallex, you will own and grow a portfolio of customers within a specific industry in Singapore. You will build trusted relationships with stakeholders across various teams, develop a deep understanding of each customer's business model, and identify growth opportunities.
Responsibilities
- Own and grow a portfolio of customers within a specific industry in Singapore.
- Build trusted, multi-threaded relationships with stakeholders across commercial, finance, operations, e-commerce, product, and leadership teams.
- Develop a deep understanding of each customer's business model, payment flows, growth plans, key performance indicators, and operational challenges.
- Use customer activity, transaction data, product adoption, and business developments to identify whitespace and growth opportunities.
- Identify and qualify upsell and cross-sell opportunities across the Airwallex product suite.
- Lead consultative discovery conversations to understand customer needs and recommend relevant solutions.
- Translate customer challenges into commercial solutions that increase wallet share, revenue, and product usage.
- Lead commercial discussions, manage objections, and negotiate effectively.
- Partner with customers as they expand into new markets, helping them understand how Airwallex can support international collections, payments, FX, payouts, and supplier or operational payments.
- Educate customers on relevant Airwallex products and features, and proactively drive activation, usage, and ongoing adoption.
- Work closely with Sales, Product, Operations, Marketing, Strategy, Risk, and Compliance teams to resolve customer issues and deliver solutions.
- Monitor transaction volumes, product usage, and agreed success metrics after launch.
- Identify churn risks early and coordinate the appropriate commercial, product, or operational response.
- Maintain accurate account plans, pipeline, forecasts, activation milestones, and customer notes in Salesforce or other CRM tools.
- Use data, analytics, automation, and AI-enabled tools to improve customer preparation, follow-ups, account reviews, and portfolio prioritisation.
Requirements
- > 4 years of experience in account management, relationship management, customer success, sales, or a similar commercial role.
- A demonstrated track record of driving revenue growth, expansion, or wallet share within existing accounts.
- Strong commercial drive and motivation to identify and pursue growth opportunities.
- Confidence engaging directly with customers and business stakeholders to understand their needs and recommend relevant solutions.
- Ability to build meaningful relationships with customers across different functions and levels of seniority.
- Consultative selling and discovery skills, with the ability to understand a customer's business model and connect their challenges to commercial opportunities.
- Strong verbal and written communication skills in English.
- Strong problem-solving skills, with the ability to identify customer issues, coordinate internal stakeholders, and drive solutions through to resolution.
- Ability to collaborate effectively with Sales, Product, Operations, Marketing, and Strategy teams.
- Comfort learning new technology and using CRM, analytics, and other tools to drive customer engagement and growth.
- A proactive, resilient, and ownership-oriented approach to managing customer relationships and commercial outcomes.
Preferred Qualifications
- Experience in payments, fintech, SaaS, merchant acquiring, payment gateways, FX, or financial services.
- Understanding of cross-border commerce, international payment flows, or global business operations.
- Experience managing customers with international operations or expansion plans.
- Proven ability to identify and execute upsell and cross-sell opportunities within an existing customer portfolio.
- Experience working with commercial, finance, treasury, operations, e-commerce, or payments stakeholders.
- Strong analytical skills and the ability to use customer data to identify growth opportunities.
- Familiarity with Salesforce, Looker, Tableau, or similar CRM and data visualisation tools.