Account Manager (Portfolio Expansion -Upsell)

📋 Description

• • Manage and expand revenue from an assigned portfolio of existing SME customers on the Airwallex platform through strategic upsell and cross-sell initiatives.
• • Identify high-potential expansion opportunities by analyzing real-time client usage data, transaction patterns, and risk signals to convert insights into qualified revenue opportunities.
• • Build and maintain deep, multi-stakeholder relationships with SME clients, including C-level executives, to understand their business models, growth objectives, and pain points.
• • Design and deliver value-based solutions using Airwallex’s full product suite—including business accounts, payments, spend management, treasury, and embedded finance—to maximize customer lifetime value.
• • Execute rapid, high-intent outreach to key decision-makers via phone, WhatsApp, and email immediately following identified usage signals to capture client interest at peak engagement.
• • Own and maintain a data-driven sales pipeline in Salesforce (or equivalent CRM), ensuring accurate forecasting, activity tracking, and conversion metric reporting for business visibility.
• • Collaborate cross-functionally with product, engineering, marketing, finance, and operations teams to resolve complex client issues, relay customer feedback, and influence product roadmap priorities.
• • Educate clients on the full capabilities of their Airwallex Business Account and related services to drive adoption, reduce churn, and ensure optimal utilization of the platform.
• • Translate complex financial and technical product features into clear, compelling commercial narratives tailored to SME business owners and executives.
• • Act as a trusted advisor to clients by proactively identifying opportunities for financial efficiency, global payment optimization, and treasury automation.
• • Maintain a strong focus on customer experience, ensuring seamless onboarding, support coordination, and ongoing engagement throughout the customer lifecycle.
• • Align all client interactions with Airwallex’s operating principles, emphasizing founder-like ownership, speed with rigor, and end-to-end accountability.
• • Leverage AI tools and data analytics to enhance decision-making, automate routine tasks, and improve the efficiency and effectiveness of client outreach and pipeline management.
• • Deliver against clear KPIs and revenue targets for portfolio growth, with measurable outcomes tied to expansion revenue, product adoption rates, and customer retention.
• • Serve as the primary point of contact for assigned SME clients, ensuring consistent, high-quality communication and timely resolution of commercial and operational inquiries.
• • Partner with sales and marketing teams to refine targeting strategies, campaign effectiveness, and customer segmentation based on real-world usage and feedback.
• • Continuously refine outreach tactics and messaging based on performance metrics, client feedback, and evolving market dynamics within the Hong Kong SME segment.