• Oversee Gainsight and related Customer Success systems architecture to support scalable team workflows. • Guide cross-functional initiatives that improve Customer Success operations and strengthen alignment with broader go-to-market teams. • Deliver data views and reporting that map to current business needs while helping the organization prepare for future needs. • Influence the maturity of Strategy and Operations delivery through the development and testing of best practices. • Partner with stakeholders to refine operational issues, improve processes, and support effective deployments. • Help improve reporting formats, operational workflows, and system usage to increase efficiency and visibility. • Work cross-functionally with senior stakeholders to define data needs clearly and translate them into actionable operational solutions. • Contribute to documentation and operational clarity so processes are easy for teams to understand and use in an asynchronous environment.

• Own the post-implementation relationship for 10-20 strategic accounts • Build and maintain relationships across the buying committee including CIOs and CDOs • Quantify and communicate the business impact of Transcend • Exceed retention and expansion targets • Represent customers’ voice internally partnering with Product & Engineering • Spot gaps in the strategic customer journey and build playbooks to address them

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next. 主要职责 1.根据公司市场战略，负责对目标市场存量客户进行深度维护 2.负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程 3.通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验 4.协同战略、产研团队，挖掘客户需求痛点，推动产品优化 5.协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值 6.协同运营、风控、合规团队，识别潜在业务风险 任职要求• 本科及以上学历，中英文流利• 2年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先• 具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策• 结果导向，具有成长性和好奇心• 有团队合作精神，能跨团队协作推动复杂项目落地 Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

• Speak with business owners to assess goals, address questions, and present renewal options • Master a high-volume auto-dialer environment • Use Salesforce as a tactical weapon • Work with internal teams to support timely and accurate funding outcomes • Support and mentor more junior reps • Constantly analyze your own performance data • Pilot new tech and provide concise, actionable feedback