Weâre looking for a Customer Success Manager (Japanese Speaking) who is passionate about the Wise mission â money without borders. Youâll be a part of the Wise Platform team, leading the most impactful projects and programmes of work in order to expand our growing list of global partners, helping us deliver world class payment service solutions to our partners and their customers across the APAC region.
As a customer success manager your role is to offer excellent partnership experience to Wise Platform enterprise level clients. You will be an operational owner of the portfolio of partners like Standard Chartered, GMO Aozora, Moin, etc.
During your day-to-day you're expected to analyze the quality of partnerships from an operational standpoint, identify opportunities to automate and scale operational processes for our partners and for the internal teams who service our enterprise clients as well as deal with partner demands towards Wise operational processes.
This is how you will maximize the value partners receive from using Wise solution by reducing operational friction and defect.
You will be working closely with the Account Management team and Wise operational teams, which are global. You will also work with other functions, including product management, tech, legal, compliance, implementation and business development.
This role will give you the opportunity to:
Own and nurture operational relationships with partners and unblock the growth opportunities. This means being partnersâ point of operational contact (escalations, operational friction patterns), managing stakeholders and conducting business review meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking operational obstacles to growth.
Own operational success plans with partners to maximize the value partners get from Wise. This means analyzing the operational performance and being the driver of strategic operational improvements projects with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan.
Scale internal operations. This means looking into the data (on partner-level, regional and global), working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps by negotiating changes with partners, product, engineers and other stakeholders on a regional or global level. Take the lead on driving the cross-team projects implementing these changes.
Agree with partners on implementing the endpoints & webhooks. This means exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partnerâs support operational teams by sending the data via API to our partner. Negotiate such changes with a partner, as they need to do tech work on their end as well.
Analyze the quality of support we provide to our partners and their customers. This means understanding how well our responses solve the cases raised, what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular. Collecting feedback from assigned partnerships to identify key improvement areas.