As a Team Lead for the Account Specialists Team at Wise, you will play a pivotal role in guiding a team dedicated to enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and identifying growth opportunities, while ensuring a seamless customer experience. You will leverage your expertise to coach and develop your team, enabling them to proactively identify and address at-risk accounts and foster long-term success.
Responsibilities:
Team Leadership & Development: Lead, mentor, and coach a team of Account Specialists (up to 12 FTEs), fostering a culture of excellence in customer service and growth. Conduct regular feedback sessions and performance reviews to support individual development plans.
Performance Management: Analyze team performance data to identify areas for improvement and implement strategies to optimize customer engagement and satisfaction. Key metrics include adherence to SLAs, quality assurance, and the overall health of the team's portfolio (retention and growth).
Customer Retention & Growth: Oversee and guide team strategies to enhance customer retention, identify upsell opportunities, and increase volume from existing customers.
Problem Solving: Address customer challenges to improve trust, transparency, and speed in resolving account checks. Guide the team to improve customer awareness and adoption of Wise鈥檚 products, close gaps to increase share of wallet, and manage operational challenges effectively.
Proactive Account Management: Develop and implement strategies for your team to proactively manage their assigned book of business, ensuring timely interventions to prevent churn and facilitate growth.
Onboarding & Escalation: Ensure your team provides an exceptional onboarding experience, guiding businesses through compliance and product implementation. You will also manage your own portfolio of key customers and be able to step in to manage any business from the team's portfolio.
Cross-Functional Collaboration: Facilitate effective collaboration with internal teams such as Product, Marketing, Compliance, and Operations to ensure customer feedback is integrated into product development and service improvements.