Account Services Mgr 2
WEX · Remote · $55,500–$66,600 (stated in the posting)
About the Team/Role
The Account Service Manager is a critical operational role responsible for ensuring partner and merchant success by serving as the primary liaison between external stakeholders and internal teams. This position drives operational efficiency through expert issue resolution, comprehensive data analysis, and proactive cross-functional project management. This role is expected to drive operational excellence by identifying opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working.
How you'll make an impact
MAXIMIZE RELATIONSHIPS:
- Act as the primary liaison for a portfolio of partners and merchants, building trust and rapport to maximize relationships.
- Proactively identify the needs of your portfolio and advocate for their interests internally to ensure satisfaction and successful service delivery.
ISSUE INVESTIGATION AND RESOLUTION:
- Serve as the initial point of contact for partners, investigating and resolving complex operational issues, including technical, product, billing, and reporting discrepancies.
- Provide timely and transparent communication to all internal and external stakeholders regarding issue status and resolution. Act as the lead liaison between the client and internal product/technical teams for major incidents.
PROJECT MANAGEMENT:
- Serve as a project manager for new initiatives and development projects, uniting cross-functional teams to fulfill client needs punctually and within established parameters.
- Ensure all project deliverables are completed on time and within the set guidelines.
REPORTING & ANALYSIS:
- Facilitate the generation and oversight of essential reports, encompassing settlement, tax, and performance metrics.
- Key activities include data analysis to discern trends, pinpoint potential issues, and support the growth of your portfolio.
OPERATIONAL EXCELLENCE:
- Drive operational excellence by identifying and implementing opportunities to streamline processes and workflows.
- Proactively seek out and implement methods to leverage automation and AI tools to improve efficiency and scalability.
- Foster a team environment that is adaptable to change and embraces innovation and new ways of working.
RISK MITIGATION:
- Develop and execute proactive risk mitigation strategies to identify, assess, and minimize potential operational, financial, and compliance risks across all partner programs.
- This includes close collaboration with Legal, Compliance, and internal Audit teams to ensure program adherence to regulatory standards and WEX internal policies, and providing timely communication of risk exposure and resolution plans to relevant internal and external stakeholders.
Experience you'll bring
- Bachelor’s degree and/or a minimum of 2-3 years of experience in an account manager or comparable service delivery capacity.
- Exceptional communication and relationship-building skills, with the ability to influence and collaborate effectively with both internal and external stakeholders at all levels.
- Exceptional analytical skills with demonstrated experience in data reporting, trend analysis, and drawing actionable conclusions from large datasets.
- Strong project management capabilities, including leading cross-functional teams and managing project timelines.
- Demonstrated ability to investigate and resolve complex technical, product, and billing discrepancies
- Ability to work independently, manage multiple priorities, and demonstrate superior time management skills.
- Flexibility and adaptability to support clients when major issues arise, including occasional after-hours support if needed.
- Occasional travel may be required.
- Must successfully pass a background investigation.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma) or a strong interest in leveraging automation/AI for business process optimization.
- AI -- Basic Knowledge (Gemini, ChatGPT, etc.)
- Proficiency with Salesforce, Business Objects, or similar reporting and data analysis tools.
- Familiarity with financial reporting, including settlement and tax documentation.