Customer Success Specialist

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

About the role:

Wise is a pioneering global leader in international money transfers and financial services, dedicated to making cross-border transactions seamless and transparent. We are looking for a dedicated and dynamic Customer Success Specialist with expertise in sales to join our team. This unique role combines sales prowess and white-glove customer support to provide an exceptional experience for our existing and prospective high volume customers.

As a Customer Success Specialist, you'll be at the forefront of driving growth and cultivating relationships, mostly with consumers. Leveraging your in-depth understanding of Wise product offering and issue resolution, you'll be the driving force behind personalised, tailored experiences while deepening relationships with our high-volume customers. You will guide them through initial interactions, provide support for critical issues, and establish enduring relationships. Additionally, you'll apply your skills to serve dedicated segments of our existing customers, ensuring that their ongoing needs receive the same level of excellence and upsell them on relevant Wise solutions & products.

Here’s how you will contribute to the team

• Pipeline Management

  • Manage the inbound leads on a daily basis by qualifying and triaging all incoming prospects and contacts across various channels.
  • Effectively manage and nurture your customer pipeline, strategically guiding prospects through every stage of the customer journey, all while enhancing growth potential.
  • Help improve our inbound lead funnel to optimise for best quality leads and performance with the help from relevant teams.
  • Work together with marketing (and other teams) to generate new leads and capture wider audiences. Help run outbound sales efforts.
  • Stay informed about industry trends, regulatory shifts, and competitive developments to enhance client interactions, recommendations, and overall experiences.

• Analysis/Qualification

  • ​​​​​​​Demonstrate judgement to qualify and scope/size the opportunities, supported in a data-driven way, whilst identifying where the highest return on investment comes from and deciding how and where to spend your time with the help of your team.

• Client onboarding

  • ​​​​​​​Help prospects navigate through compliance and setting correct expectations. Make sure they get through onboarding smoothly and set them up for success in their daily usage of Wise products and services.

• Technical knowledge

  • ​​​​​​​You will pick up different technical solutions and tools along the way.
    This also includes knowledge needed to understand the Wise product offering and solutions.

• Soft skills
  • Effectively communicate our value proposition after identifying customer needs.
  • Identify upsell opportunities and make sure customers understand what we’re able to offer them fully.
  • Manage stressful situations with partners and make them feel heard and appreciated.

• Relationship management

  • Build enduring relationships by engaging in effective communication and personalised interactions, thinking outside of the box to meet customer needs.
  • Deepen relationships with existing customers by proactively engaging with them, understanding their evolving needs, and providing tailored solutions.

• Stakeholder Management

  • ​​​​​​​Manage simultaneous conversations with an array of stakeholders, internal and external. Nurture these relationships to influence and create long term value for all parties.

• Cross-team collaboration

  • ​​​​​​​Collaborate closely with teams such as product, marketing, compliance to share valuable feedback (based on your conversations with prospects & customers) to