Account Services Mgr 2

About the Team/Role 

The account manager serves as the operational program steward, advocate, and liaison between WEX and its partners.  They are responsible for providing leadership for an evolving line of business and creating a strong relationship with the partner by successfully managing operations.  They are responsible for problem-solving, responding to complex technical questions and situations, thorough and succinct communication to internal and external stakeholders, and facilitation of cross-functional work to support the partner.  

Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes. This includes initiatives to drive scale, reduce reliance on manual processes, and mitigate operational risks.

How you'll make an impact

ISSUE INVESTIGATION AND RESOLUTION:

• Complex issue investigation and resolution, including but not limited to technical, products, servicing, electronic files, network, settlement, site, reporting and billing, and the communications management of such issues across broad internal stakeholder groups and external constituencies.

MAXIMIZE RELATIONSHIPS:

• Relationship management by way of building and sustaining partner satisfaction with our card program partners.  Working with the Sales Division client managers to maximize partner relationships and strategically grow programs.  Advocating for partner needs and acting as the main point of contact for day to day operations, and coordinating communication between the partner and all functional areas within WEX.  Building and maintaining productive relationships with internal stakeholders to facilitate issue resolution and improve results.  Identify and serve up revenue growth opportunities.  

REPORTING:

• Facilitating development, management, and supervision of partner reporting, inclusive of settlement, tax, and other auxiliary reporting such as volume and performance tracking reports, customized reporting to support special circumstances, and scorecard, KPI, and dashboard reports to perform trend analysis and issue identification.  Probing for deeper understanding of the client’s need versus the request and strategically evaluating the best path for satisfying that need.   

PROJECT MANAGEMENT:

• Project management, including but not limited to acting as the SME resource in projects relating to partner card programs, inclusive of PMO development projects; playing a key role in new product initiatives and/or development projects through the SDLC process; creating innovative solutions to manual or special-handling processes; facilitating and promoting use of tools and/or services; and initiation, facilitation, and management of enhancements to card programs and the operational support thereof.

• Bachelor’s degree and/or minimum of 2-3 years of experience in an account manager or comparable service delivery capacity.  

• Excellent oral and written communication skills

• Proven ability to manage strategic or marquis external client or vendor relationships 

• Demonstrated project management capabilities

• Results driven, action orientated and self-motivated

• Superior critical thinking, problem solving and decision-making skills 

• Negotiation skills and the ability to de-escalate situations with internal and external stakeholders.  

• Ability to collaborate with and be influential at all levels of the organization.

• Excellent time management, prioritization skills, goals setting, planning and work scheduling skills.  

• Occasional travel may be required.

• Must successfully pass a background investigation.

• Flexibility and adaptability. Must be able to support clients when major issues arise, including night and weekend support if needed.

• Exceptional interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with multiple teams.

• Ability to effectively and calmly operate within a complex and changing environment.