Wise
Finance / FinServ
SeniorCustomerSuccessManager(JapaneseSpeaking)
“Senior Customer Success Manager (Japanese Speaking) at Wise. Skills: Customer Success Management, Partnership Management, Operational Excellence, Cross-functional Collaboration, Japanese Language Proficiency. offer excellent partnership experience to Wise Platform enterprise level clients. be an operational owner of the portfolio of partners”
Industry & Context.
solve complex customer problems working with other teams; creative in finding solutions when you are blocked
fluent in Japanese as the role requires managing and supporting enterprise customers and key partners based in Japan, including conducting business review meetings in Japanese
What They're Looking For.
Must Have
minimum 3 years in the banking or fintech industry, proven track of record completing the projects with measurable results, scaling internal costs and improving the processes, data-driven, able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams, creative in finding solutions when you are blocked, go above and beyond the call of duty, work independently without a script and solve complex customer problems working with other teams, excellent communicator, proven track of negotiating changes with internal teams and/or external stakeholders, fluent in Japanese
What You'll Do.
offer excellent partnership experience to Wise Platform enterprise level clients
be an operational owner of the portfolio of partners
analyze the quality of partnerships from an operational standpoint
identify opportunities to automate and scale operational processes for our partners and for the internal teams
deal with partner demands towards Wise operational processes
maximize the value partners receive from using Wise solution by reducing operational friction and defect
Own and nurture operational relationships with partners and unblock the growth opportunities
be partners’ point of operational contact (escalations
operational friction patterns)
managing stakeholders and conducting business review meetings
providing solutions to partners looking to improve the operational state and supporting them through the execution
Unblocking operational obstacles to growth
Own operational success plans with partners to maximize the value partners get from Wise
analyzing the operational performance
being the driver of strategic operational improvements projects with partners
keeping our partners as well as internal teams accountable to follow the timelines on the plan
Scale internal operations
looking into the data (on partner-level
working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps
negotiating changes with partners
engineers and other stakeholders on a regional or global level
Take the lead on driving the cross-team projects implementing these changes
Agree with partners on implementing the endpoints & webhooks
exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partner’s support operational teams by sending the data via API to our partner
Negotiate such changes with a partner
Analyze the quality of support we provide to our partners and their customers
understanding how well our responses solve the cases raised
what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular
Collecting feedback from assigned partnerships to identify key improvement areas
How You'll Work.
Team & Collaboration
working closely with the Account Management team and Wise operational teams, which are global; work with other functions, including product management, tech, legal, compliance, implementation and business development; working with other teams; negotiating changes with internal teams and/or external stakeholders; working closely with servicing teams; negotiating changes with partners, product, engineers and other stakeholders; driving the cross-team projects implementing these changes; working with the internal teams for your partner and for the whole region
Communication Scope
excellent communicator; proven track of negotiating changes with internal teams and/or external stakeholders
Process & Methodology
leading the most impactful projects and programmes of work, proven track of record completing the projects with measurable results, driving strategic operational improvements projects with partners, Take the lead on driving the cross-team projects implementing these changes
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