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

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full. 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