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

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles . You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. 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-sell opportunities within an existing customer portfolio. Experience working with commercial, finance, treasury, operations, e-commerce or payments stakeholders. Strong analytical skills and the ability to use customer data to identify growth opportunities. Familiarity with Salesforce, Looker, Tableau or similar CRM and data visualisation tools. Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @ airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.