Account Manager (Retail & E-commerce), SME & Growth

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.   ABOUT THE TEAM The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers. WHAT YOU'LL DO Responsibilities: - Own and grow a portfolio of retail, e-commerce, marketplace and consumer business customers in Singapore. - Build trusted, multi-threaded relationships with stakeholders across commercial, finance, operations, e-commerce, product and leadership teams. - Develop a deep understanding of each customer’s business model, payment flows, growth plans, key performance indicators and operational challenges. - Use customer activity, transaction data, product adoption and business developments to identify whitespace and growth opportunities. - Identify and qualify upsell and cross-sell opportunities across the Airwallex product suite, including cross-border payments, collections, FX, payouts, Global Accounts, cards, spend management and other financial infrastructure. - Lead consultative discovery conversations to understand customer needs, current processes, desired outcomes, decision criteria and implementation requirements. - Translate customer challenges into relevant commercial solutions that increase wallet share, revenue and product usage within existing accounts. - Lead commercial discussions, manage objections, negotiate effectively and progress opportunities from qualification through agreement, activation and adoption. - Partner with customers as they expand into new markets, helping them understand how Airwallex can support international collections, payments, FX, payouts and supplier or operational payments. - Educate customers on relevant Airwallex products and features, and proactively drive activation, usage and ongoing adoption. - Work closely with Sales, Product, Operations, Marketing, Strategy, Risk and Compliance teams to resolve customer issues and deliver solutions through to completion. - Monitor transaction volumes, product usage and agreed success metrics after launch. Investigate gaps between forecast and actual adoption, and take action to improve realised customer value. - Identify churn risks early and coordinate the appropriate commercial, product or operational response. - Maintain accurate account plans, pipeline, forecasts, activation milestones and customer notes in Salesforce or other CRM tools. - Use data, analytics, automation and AI-enabled tools to improve customer preparation, follow-ups, account reviews and portfolio prioritisation. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - > 4 years of experience in account management, relationship management, customer success, sales or a similar commercial role. - A demonstrated track record of driving revenue growth, expansion or wallet share within existing accounts. - Strong commercial drive and motivation to identify and pursue growth opportunities. - Confidence engaging directly with customers and business stakeholders to understand their needs and recommend relevant solutions. - Ability to build meaningful relationships with customers across different functions and levels of seniority. - Consultative selling and discovery skills, with the ability to understand a customer’s business model and connect their challenges to commercial opportunities. - Strong verbal and written communication skills in English. - Strong problem-solving skills, with the ability to identify customer issues, coordinate internal stakeholders and drive solutions through to resolution. - Ability to collaborate effectively with Sales, Product, Operations, Marketing and Strategy teams. - Comfort learning new technology and using CRM, analytics and other tools to drive customer engagement and growth. - A proactive, resilient and ownership-oriented approach to managing customer relationships and commercial outcomes. Preferred qualifications: - Experience working with retailers, e-commerce businesses, marketplaces, consumer brands or other digital businesses. - Experience in payments, fintech, SaaS, merchant acquiring, payment gateways, FX or financial services. - Understanding of cross-border commerce, international payment flows or global business operations. - Experience managing customers with international operations or expansion plans. - Proven ability to identify and execute upsell and cross-sel…