Account Services Mgr 2

About the Team/Role

The Account Service Manager is a critical operational role responsible for ensuring partner and merchant success by serving as the primary liaison between external stakeholders and internal teams. This position drives operational efficiency through expert issue resolution, comprehensive data analysis, and proactive cross-functional project management. This role is expected to drive operational excellence by identifying opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working.

How you'll make an impact

MAXIMIZE RELATIONSHIPS:

• Act as the primary liaison for a portfolio of partners and merchants, building trust and rapport to maximize relationships.
• Proactively identify the needs of your portfolio and advocate for their interests internally to ensure satisfaction and successful service delivery.

ISSUE INVESTIGATION AND RESOLUTION:

• Serve as the initial point of contact for partners, investigating and resolving complex operational issues, including technical, product, billing, and reporting discrepancies.
• Provide timely and transparent communication to all internal and external stakeholders regarding issue status and resolution. Act as the lead liaison between the client and internal product/technical teams for major incidents.

PROJECT MANAGEMENT:

• Serve as a project manager for new initiatives and development projects, uniting cross-functional teams to fulfill client needs punctually and within established parameters.
• Ensure all project deliverables are completed on time and within the set guidelines.

REPORTING & ANALYSIS:

• Facilitate the generation and oversight of essential reports, encompassing settlement, tax, and performance metrics.
• Key activities include data analysis to discern trends, pinpoint potential issues, and support the growth of your portfolio.

OPERATIONAL EXCELLENCE:

• Drive operational excellence by identifying and implementing opportunities to streamline processes and workflows.
• Proactively seek out and implement methods to leverage automation and AI tools to improve efficiency and scalability.
• Foster a team environment that is adaptable to change and embraces innovation and new ways of working.

RISK MITIGATION:

• Develop and execute proactive risk mitigation strategies to identify, assess, and minimize potential operational, financial, and compliance risks across all partner programs.
• This includes close collaboration with Legal, Compliance, and internal Audit teams to ensure program adherence to regulatory standards and WEX internal policies, and providing timely communication of risk exposure and resolution plans to relevant internal and external stakeholders.

Experience you'll bring

• Bachelor’s degree and/or a minimum of 2-3 years of experience in an account manager or comparable service delivery capacity.
• Exceptional communication and relationship-building skills, with the ability to influence and collaborate effectively with both internal and external stakeholders at all levels.
• Exceptional analytical skills with demonstrated experience in data reporting, trend analysis, and drawing actionable conclusions from large datasets.
• Strong project management capabilities, including leading cross-functional teams and managing project timelines.
• Demonstrated ability to investigate and resolve complex technical, product, and billing discrepancies
• Ability to work independently, manage multiple priorities, and demonstrate superior time management skills.
• Flexibility and adaptability to support clients when major issues arise, including occasional after-hours support if needed.
• Occasional travel may be required.
• Must successfully pass a background investigation.

• Experience with process improvement methodologies (e.g., Lean, Six Sigma) or a strong interest in leveraging automation/AI for business process optimization.
• AI -- Basic Knowledge (Gemini, ChatGPT, etc.)
• Proficiency with Salesforce, Business Objects, or similar reporting and data analysis tools.
• Familiarity with financial reporting, including settlement and tax documentation.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $55,500.00 - $66,600.00

About Us

WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments.

With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here.

WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace.

Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form.

This form is for accommodation requests only and cannot be used to inquire about the status of applications.