Account Management Specialist

Are you ready to take a pivotal role in enhancing customer relationships and driving business growth? Wise is seeking a dedicated  Account Management Specialist  in Budapest to join our high-impact team! This is your unique chance to dive into proactive account management and help shape the future of business support at Wise. Role Overview As an Account Management Specialist, you will be the Single Point of Contact (SPOC) for all queries from the customers in your portfolio. You will balance reactive tasks—resolving ad-hoc questions and technical issues—with proactive engagement to drive retention and identify growth opportunities. You will serve as their dedicated partner at Wise, acting as the primary point of contact to provide a seamless experience and minimize their need to reach out to general support. What you'll be doing: In this specialist role, you'll be managing a dedicated portfolio of  high-volume  business  customers , focusing on  retention and growth in contribution margin . Proactive account management:  You'll pioneer our differentiated service proposition, focusing relentlessly on  resolution, quality, and SLAs compliance . This involves understanding customer needs,  providing   tailored advice , and proactively identifying opportunities for them to  optimize their use with Wise . Problem solving & support:  Act as the  go-to person for complex client issues . Leverage your deep product knowledge to  provide powerful, personable relationships  with your customer base, generating trust. Strategic client engagement:  Proactively  monitor your portfolio's health  and engage with customers based on data-driven triggers to  address potential issues and ensure ongoing customer satisfaction .  Collaborate cross-team:  Work seamlessly with support teams and other stakeholders. A crucial part of your role is  providing valuable feedback  that directly contributes to service and process improvements.

We are looking for a highly capable and experienced individual ready to strategically grow their portfolio and lead by example. Success in this role demands deep industry knowledge, exceptional communication (fluent in English), and a strong "get stuff done" execution focus. The mindset & core competencies The "SPOC" Mindset: You are comfortable being the primary contact for everything. You don't mind "going deep into the rabbit hole" to support issue resolution while always keeping an eye on the long-term strategic relationship. Customer-Centric focus:  A strong commitment to customer satisfaction and the ability to instill this mindset in others. You are adept at  articulating   complex concepts accessibly , fostering strong client connections. Strategic & analytical thinking:  You possess excellent problem-solving, analytical, and critical thinking skills. You'll  make data-driven decisions  and anticipate challenges, guiding effectively under pressure. Exceptional communication:  Outstanding  English  communication skills to  clearly explain complex concepts  to both customers and internal team members. Attention to detail & compliance:  Great attention to detail and a solid understanding of  KYC principles . You can  identify compliance-related red flags  and behaviours, and actively guide your team in mitigating risks. Dynamic adaptability:  The ability to thrive in a  dynamic, fast-paced environment  where priorities can shift, requiring agility in leading your team through varied tasks. The experience & execution We're looking for someone who is ready to be hands-on and drive tangible results: Experience:  You have worked in an account management role for  at least 12 months. Right to Work:   You are eligible to work in Hungary  (we're not able to offer visa support for this role) Proven growth track record:  You have a track record of successfully growing your accounts. Payments expertise:  You have experience with domestic and cross-border payment systems ( SEPA ,  FPS ,  SWIFT , and other local market payment schemes). Industry fluency:  You're familiar with the business and financial services landscapes and understand how cross-border payments work for them today. You ensure your team stays informed about industry trends, market shifts, and competitors’ landscape, translating these insights into actionable strategies. High-growth experience:  You've worked in a high-growth payments technical environment previously. Data driven:  You are extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them. Execution superpower:   Getting stuff done is your superpower!  You possess strong planning, problem-solving, and decision-making skills. You are deadline-orien