Description
Job Overview
We are looking for a Customer Success Manager, SME & Growth to join our Strategy & Operations team at Airwallex.
Compensation
- Salary range: CN¥17K – CN¥27K per month
- Benefits vary by country and employment type in accordance with local statutory requirements.
- All employees receive at least the statutory minimum for paid annual leave and public holidays.
Responsibilities
- Design, implement, and continuously optimize new employee training programs.
- Build and maintain training systems, including product knowledge, industry knowledge, system tools, business processes, communication techniques, and case handling.
- Develop and update training materials, such as courseware, SOPs, knowledge manuals, question banks, exams, and exercise scripts.
- Organize online and offline training sessions, workshops, sharing sessions, mentoring, and coaching.
- Collaborate with business teams, team leaders, and cross-functional departments to identify common capability gaps and develop targeted training programs.
- Monitor training effectiveness and continuously improve training content.
- Participate in building new employee development paths, certification mechanisms, and on-the-job capability improvement projects.
- Compile excellent cases, common problems, and best practices to promote standardized and replicable knowledge.
- Support teams in completing special training and promotion during product updates, process changes, or key project launches.
- Participate in frontline business observations, coaching, or case reviews to ensure high consistency between training and actual business scenarios.
Requirements
- Bachelor's degree or above.
- At least 2 years of experience in training, learning development, sales training, customer service training, operational training, or related roles.
- Excellent presentation and expression skills, able to complete independent teaching, discussion guidance, and on-site control.
- Strong learning ability, able to quickly understand new products, new processes, and cross-departmental collaboration mechanisms.
- Good communication and coordination skills, able to efficiently collaborate with business leaders, team managers, and related support teams.
- Result-oriented, able to demonstrate work value through training effectiveness, business indicator improvement, or employee growth results.
- Proficient in using office software and common collaboration tools, able to independently complete courseware, document, and training material production.
- Strong sense of responsibility, execution, and detail awareness, adaptable to fast-paced work environments.
Nice to Have
- Experience in fintech, payment, cross-border e-commerce, B2B SaaS, customer service, or sales team training.
- Experience in building training systems or new employee development projects from scratch.
- Familiarity with Salesforce, knowledge bases, or internal training platforms.
- Bilingual or multilingual training capabilities.