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. 职位描述 负责带领客户管理团队，以存量客户深度运营为核心，提升客户满意度、产品粘度与业务增长。该岗位需具备优秀的服务意识、团队管理能力、跨部门协作能力，以及 To B 业务理解和客户运营/服务体系搭建经验。 工作职责: 团队管理与流程建设 - 负责团队日常管理，制定团队目标、客户分配、绩效管理与人才培养计划。 - 搭建与优化客户服务流程:基于自助服务平台、自动化客服工具及 SOP，持续完善团队服务流程，提高整体服务效率。 - 建立并优化团队内部协作机制，确保战略、产品、合规等跨部门协作顺畅，推动客户交易稳定增长。 客户运营与服务提升 - 负责制定并执行存量商户的运营策略，包括交易增长、活跃提升、产品渗透率提升。 - 通过持续培训提升团队专业能力，推动团队为客户提供主动服务、高效响应客户咨询，持续提升客户满意度。 - 识别潜在风险商户、异常交易、合规隐患、预警潜在流失，制定解决方案并推动团队执行。 业务增长与产品反馈 - 梳理客户需求痛点，协同战略、产研团队，推动产品功能持续优化。 - 分析客户的业务数据和使用行为，形成洞察报告，为业务决策提供依据。 任职要求: - 全日制本科及以上学历; - 5年以上客户服务 / 客户成功 / 客户运营相关经验，有跨境支付、跨境电商平台、跨境SaaS等行业经验者优先; - 有团队管理或项目负责人经验，具备目标制定、绩效管理、辅导团队成员能力; - 具备强烈的客户服务意识，良好的沟通能力与问题解决能力; - 学习能力强，具备成长性、分析能力与强执行力; - 擅长跨团队协作，能推动复杂项目顺利落地。 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.

• Manage the business relationship between SailPoint and assigned client accounts; responsible for protecting and growing the revenue base of your portfolio • Provide thought leadership to clients on best practices of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how the platform solves those problems. • Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the clients’ ongoing use of SailPoint’s products and services • Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines. • Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Professional Services, Product Management and others as needed. • Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth • Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal.

• Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience • Manage implementation and onboarding of all new and renewing partners • Understand and anticipate customer's needs • Identify decision makers, stakeholders, and users for the customer • Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live • Develop product knowledge expertise in order to guide customers to realize value quickly • Project manage new client implementations via email, phone, and web-based tools • Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis • Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations. • Identify churn risks and develop proactive plans to increase customer retention. • Conduct onboarding webinars for multiple customers with expert presentation skills. • Performance will be measured by overall customer satisfaction metrics as well as retention rates. • Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients. • Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success • Work with the Support and development teams on improving the product based on customer feedback • High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.

Role Description The Director, Client Success, is accountable for driving high levels of client satisfaction that promote retention and account growth. The Director serves as a trusted advisor between client and Accuity and proactively manages performance both client-facing and internal. Key responsibilities include: - Collaborate with Operations to develop processes to achieve expected outcomes. - Understand the problems and challenges of clients and identify ways Operations can better address those needs. - Establish processes to support escalation engagements. - Plan and prepare for all client-facing performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing reporting, and developing meaningful insights for the client. - Define schedules, key milestones, and success criteria. - Proactively identify potential risks and recommend proper mitigation. - Identify key contacts at client sites to improve and foster effective and prompt communications. - Develop and nurture relationships with key client stakeholders to position Accuity optimally for account retention and growth. - Identify revenue risk/growth opportunities. - Identify opportunities for expansion. - Provide input to forecasting and funnel activities. - Monitor and assess activities of our competitors to proactively satisfy and retain our clients. - Perform miscellaneous job-related duties as assigned. Qualifications - Bachelor’s degree in Business or Healthcare. - Advanced degree preferred (MBA, MHA). - Minimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizations. - Experience owning client-facing relationships highly preferred. - Experience in a technology supported services business preferred. - Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred. Requirements - Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end. - Proven experience managing a Customer Success program with a services organization. - Knowledge of the healthcare marketplace. - Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution. - Experience with mitigating challenging customer complaints using a logical, systematic, customer-centric process. - Ability to interact at all levels up to and including Senior Executives. - Ability to travel to customer sites (up to 75%). - Ability to use a PC in a Windows environment, including Microsoft Suite products. - Independent, focused individual able to work remotely or on-site. Company Description Accuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.