Senior Customer Success Manager

This role will give you the opportunity to:

• Own and nurture operational relationships with partners and unblock the growth opportunities. This means being their first point of operational contact (escalations, operational friction patterns), managing stakeholders and conducting business 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. This means analyzing the operational performance and being the driver of strategic operational improvements with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan.
• Scale internal operations. This means looking into the data (on partner-level, regional and global), 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 by negotiating changes with partners, product, engineers and other stakeholders on a regional or global level. Take the lead on implementing these changes.
• Agree with partners on implementing the endpoints & webhooks. This means 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, as they need to do tech work on their end as well.
• Analyze the quality of support we provide to our partners and their customers. This means 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.

Requirements

About you:

• You have 3-5 years of experience working in finance/banking industry
• You are data-driven, able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams
• You have proven track of record completing the projects with measurable results, scaling internal costs and improving the processes (lead at least 3 big projects and participated in 5-6 projects)
• You’re creative in finding solutions when you are blocked. You’ll have a number of ways to reach cross-team agreements that work for us, the partner and customers even when you receive a push back
• You’re motivated and have a desire to contribute significantly to our overarching mission
• You go above and beyond the call of duty, work independently without a script and solve complex customer problems working with other teams
• You’re self-motivated, can identify efficiencies and are driven to make them happen
• You are an excellent communicator - have a proven track of negotiating changes with internal teams and/or external stakeholders
• You are eligible to be working in Estonia
• Proficiency in Portuguese is mandatory.