Account Services Mgr 2

Overview

Act as the primary liaison for partners and merchants, ensuring their success by resolving operational issues, managing cross-functional projects, analyzing reporting data, and driving process improvement.

What you'll do

• Maximize relationships by acting as primary liaison for a portfolio of partners and merchants, building trust and rapport.
• Proactively identify portfolio needs and advocate for their interests internally to ensure satisfaction and successful service delivery.
• Serve as 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 internal and external stakeholders on issue status and resolution.
• Act as lead liaison between the client and internal product/technical teams for major incidents.
• Serve as project manager for new initiatives and development projects, uniting cross-functional teams to fulfill client needs on time and within established parameters.
• Facilitate generation and oversight of essential reports, including settlement, tax, and performance metrics.
• Perform data analysis to discern trends, pinpoint potential issues, and support portfolio growth.
• 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.
• Develop and execute proactive risk mitigation strategies to identify, assess, and minimize operational, financial, and compliance risks across partner programs.
• Collaborate closely with Legal, Compliance, and internal Audit teams to ensure program adherence to regulatory standards and WEX internal policies.
• Provide timely communication of risk exposure and resolution plans to relevant internal and external stakeholders.

What you'll need

• 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 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.
• Must successfully pass a background investigation.
• Basic knowledge of AI tools (e.g., Gemini, ChatGPT).
• Proficiency with Salesforce, Business Objects, or similar reporting and data analysis tools.
• Familiarity with financial reporting, including settlement and tax documentation.

Nice to have

• Experience with process improvement methodologies (e.g., Lean, Six Sigma) or a strong interest in leveraging automation/AI for business process optimization.

Details

• Location: US - Remote.
• Occasional travel may be required.
• Occasional after-hours support may be needed when major issues arise.
• Base pay range: $55,500.00 - $66,600.00. Actual pay will vary based on qualifications, skills, competencies, and proficiency for the role.