Manager, Account Executive (Small Business Market)

About the role/team

As the SMB Manager, Account Executive at WEX, you will lead and mentor a team of Account Executives fostering a culture of extreme ownership and client-centricity. Your primary responsibility will be to guide your team in delivering exceptional post-sale client experiences, driving market expansion and revenue growth, and ensuring long-term customer success across a portfolio of key accounts. You will be instrumental in developing and executing strategies to protect and grow accounts, minimize attrition, drive renewals, and cultivate world-class client relationships.

This role requires a leader who can deeply understand the strategic goals of WEX's clients and align our solutions to help them achieve significant growth and success. You will empower your team to serve as trusted advisors, directly influencing account growth and increased annual recurring revenue (ARR) for WEX. Through effective coaching, strategic guidance, and a focus on business development and product enablement, you will ensure your team drives adoption, retention, and long-term loyalty across their assigned accounts.

How you'll make an impact

Team Leadership & Development

• Lead, mentor, and coach a team of SMB Account Executives, fostering a high-performance culture focused on client success, growth, and retention.

• Provide regular performance feedback, conduct one-on-one meetings, and support the professional development of team members.

• Set clear performance expectations, define key metrics, and ensure individual and team accountability for achieving targets.

• Facilitate knowledge sharing and best practices across the team to enhance client engagement and problem-solving capabilities.

• Develop and drive SMB market expansion via cross-sell or organic growth initiatives in collaboration with cross-functional teams 

Strategic Account Management & Growth

• Oversee the strategic direction and health of a portfolio of client accounts, ensuring team members are building deep, long-term relationships based on trust and shared goals.

• Collaborate with your team to develop comprehensive understandings of each client’s business, KPIs, and growth strategies, ensuring WEX solutions are aligned.

• Drive the team's efforts in identifying and closing upsell and cross-sell opportunities, directly contributing to increased ARR for WEX.

• Ensure timely execution of renewal processes and guide the team in demonstrating clear value and ROI to clients

Product Enablement & Adoption

• Guide your team in developing and executing enablement plans that support customer-specific business outcomes and maximize product value.

• Ensure consistent product utilization and adoption across the client base to prevent churn and drive long-term engagement.

• Collaborate with Product and Marketing teams to ensure your team is well-versed in new features and can effectively communicate their value to clients.

Service Excellence & Escalation Management

• Act as a point of escalation for complex client issues, guiding your team to efficient and complete resolutions.

• Collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure seamless client experiences and prompt issue resolution.

• Instill a proactive approach within the team to identify potential friction points and address them before they impact client satisfaction.

Communication, Advocacy & Reporting

• Ensure effective communication of relevant product updates, enhancements, and news from your team to their clients.

• Champion the voice of the customer within WEX, collaborating with internal stakeholders to influence product direction and service improvements based on client feedback.

• Oversee the accurate maintenance of client records, activity, and opportunities within CRM systems.

• Monitor and report on key success metrics such as client satisfaction, renewal rates, and revenue expansion, providing insights and strategic recommendations to leadership.

• Contribute to the continuous evolution of customer success strategies, playbooks, and best p