Job Description

Wise is a pioneering global leader in international money transfers and financial services, dedicated to making cross-border transactions seamless and transparent. We are looking for a dedicated and dynamic Customer Success Specialist with expertise in sales to join our team. This unique role combines sales prowess and white-glove customer support to provide an exceptional experience for our existing and prospective high volume customers.

As a Customer Success Specialist, you'll be at the forefront of driving growth and cultivating relationships, mostly with consumers. Leveraging your in-depth understanding of Wise product offering and issue resolution, you'll be the driving force behind personalised, tailored experiences while deepening relationships with our high-volume customers. You will guide them through initial interactions, provide support for critical issues, and establish enduring relationships. Additionally, you'll apply your skills to serve dedicated segments of our existing customers, ensuring that their ongoing needs receive the same level of excellence and upsell them on relevant Wise solutions & products.

Here’s how you will contribute to the team:

• Pipeline Management * Manage the inbound leads on a daily basis by qualifying and triaging all incoming prospects and contacts across various channels. * Effectively manage and nurture your customer pipeline, strategically guiding prospects through every stage of the customer journey, all while enhancing growth potential. * Help improve our inbound lead funnel to optimise for best quality leads and performance with the help from relevant teams. * Work together with marketing (and other teams) to generate new leads and capture wider audiences. Help run outbound sales efforts. * Stay informed about industry trends, regulatory shifts, and competitive developments to enhance client interactions, recommendations, and overall experiences.

• Analysis/Qualification * Demonstrate judgement to qualify and scope/size the opportunities, supported in a data-driven way, whilst identifying where the highest return on investment comes from and deciding how and where to spend your time with the help of your team.

• Client onboarding * Help prospects navigate through compliance and setting correct expectations. Make sure they get through onboarding smoothly and set them up for success in their daily usage of Wise products and services.

• Technical knowledge * You will pick up different technical solutions and tools along the way.
  This also includes knowledge needed to understand the Wise product offering and solutions.

• Soft skills * Effectively communicate our value proposition after identifying customer needs. * Identify upsell opportunities and make sure customers understand what we’re able to offer them fully. * Manage stressful situations with partners and make them feel heard and appreciated.

• Relationship management * Build enduring relationships by engaging in effective communication and personalised interactions, thinking outside of the box to meet customer needs. * Deepen relationships with existing customers by proactively engaging with them, understanding their evolving needs, and providing tailored solutions.

• Stakeholder Management * Manage simultaneous conversations with an array of stakeholders, internal and external. Nurture these relationships to influence and create long term value for all parties.

• Cross-team collaboration * Collaborate closely with teams such as product, marketing, compliance to share valuable feedback (based on your conversations with prospects & customers) to guide product roadmap and improve end customer experience.

Main responsibilities:

• Handle inbound prospects & leads * Answering emails of prospective customers who want to send large amounts via Wise. * Doing video calls and phone calls with these prospects. * Strong understanding of Wise products and internal processes to be able to handhold the prospects from first contact all the way to successful payments with us. * Taking ownership of the sales cycle from first contact to post successful transfer follow up.
• Help grow our partners by handholding and converting their referrals to Wise. * Act as a trusted product advisor for the partners, referred leads and strategic partnerships team. * Support the partnerships team with product demos, documentation and presentations where needed.
• Product expertise * Deep and detailed knowledge of Wise product offering relevant to the target customer group. * Keeps themselves informed of product changes
• In-depth knowledge of KYC and risk mitigation within Wise. * Able to qualify and de-risk prospects in a smooth way. * Keeps their knowledge up-to-date over time and internal or regulatory changes.
• Other * Responsible for their own upskilling and asking for help from the team/lead when it’s unclear * Work together with marketing and strategic partnerships teams * Collect and provide feedback across all the stakeholders to help Wise build a scalable offering for our customers and grow the large transfer / high net worth customer base. * Maintaining up to date documentation of all their contacts, leads and opportunities

Qualifications

• Fluent in verbal & written English, additional languages such as Spanish, Portuguese, German and/or French are a plus.
• Strong soft skills & ability to explain difficult concepts in simple terms.
• Great attention to detail and excellent problem-solving skills.
• Knowledge of KYC, ability to identify any compliance related red flags and mitigate risks (training will be provided).
• Previous experience in customer success, sales or account management roles.
• A strong drive to assist our customers and offer specialized, tailor-made experience.
• You thrive in a dynamic, fast-paced environment where each day presents varied tasks, ranging from customer calls to collaborating with the product team.
• Ability to multitask, take responsibility and make decisions in challenging situations.
• Punctuality, independence, productiveness and willingness to get things done.
• Great attitude towards giving & receiving feedback
• Great team player working part of a cross office team
• Analytical & critical thinking skills, with the ability to think ahead and make thorough decisions under pressure.

Additional Information

• This is a hybrid position located in Austin, Texas and not fully remote. You must be able to commute to the office or open to relocation
• You must already be legally authorized to work in the US, we cannot sponsor Visas for this position
• Starting salary for this role is $28.50-$34.00 USD + benefits + stocks
• Click here to learn more about the benefits that we offer at Wise

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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