Wise Platform Enterprise Specialist

Job description

About the Role As an Enterprise Support Specialist for Wise Platform, your mission is to drive operational efficiency and scalability for our partners (Embedded Solutions, Corresponded Services, Enterprise Accounts). You'll be a key liaison, ensuring our partners get the most out of our products by acting as their internal champion within Wise Platform. You will provide advanced-level support and guidance throughout the entire partner lifecycle—from implementation to ongoing optimization.

Key Responsibilities

Partner Onboarding & Implementation: You will manage the entire operational setup for new partners assigned to WPES in the implementation phase. This includes developing and delivering tailored training and workshops for their teams, setting Zendesk to ensure data extraction, verifying information and features against Solution and Overview Matrix pages, and aligning functional teams (KM, QA, Training,etc.) to support the new partnerships.

You'll work closely with the integration teams to troubleshoot issues and ensure a smooth, effective transition from sales to launch.

Relationship Management

You will build and maintain strong, lasting relationships with partners, becoming their primary point of contact. This involves managing longtail accounts, conducting deep-dives and meetings, and providing quarterly feedback to maintain strong relationships with key accounts.

Training & Support

You will provide high-level training and refreshers on our products and financial concepts. Your financial literacy will be crucial for explaining complex topics related to payments, Wise products, and API setups. You will also proactively address any roadblocks or issues that arise.

Customer & Product Advocacy

You are the voice of the partner within Wise. You will act as a daily liaison, ensuring that partner needs and feedback—such as requests for improved documentation or API ease-of-use—are heard by internal product and regional teams. You will advocate for changes that enhance the partner experience and proactively identify and solve problems to prevent future issues.

Risk Monitoring & Churn Prevention

You will actively monitor partner behavior and account activity for signs of dissatisfaction or risk. By proactively intervening, you will work to prevent churn and address potential issues before they escalate.

Compliance & Technical Expertise

You will provide guidance on financial regulations and compliance standards, such as GDPR and KYC/AML, ensuring partners use our products legally. You will also provide a deeper level of technical support, troubleshooting software and integrations in collaboration with our technical teams.

Qualifications

Analytics

You must be proficient in using data and analytics tools like MS Suite, Looker and Snowflake (or experience with any other data analytics platforms). This skill is critical for monitoring partner health, identifying trends, and using data to inform your strategic decisions and feedback to internal teams.

Project Management

The ability to manage projects autonomously from start to finish is essential. You will be responsible for defining project scope, setting timelines, coordinating with multiple stakeholders, and ensuring successful project delivery without constant oversight.

Communication & Presentation

You must possess exceptional communication skills, both written and verbal. This includes the ability to conduct professional and engaging presentations during partner meetings (via Zoom or in person), clearly explain complex technical concepts, and build trust through effective dialogue.

Complex Problem-Solving

You go beyond simply answering a partner's email. You will treat each issue as an opportunity to identify the root cause, develop a comprehensive solution, and implement a process that prevents the problem from recurring in the future.

Cross-Regional Collaboration

You will be a key part of a globally distributed team. Your role requires seamless collaboration with all Wise Platform teams and Wise's regional teams, necessitating an understanding of diverse business practices and communication styles.

Product Knowledge

You must have or develop a deep and comprehensive understanding of all Wise Platform products. This is crucial for effectively assisting new partners with implementation and for providing expert-level guidance and troubleshooting for existing accounts.

Functional Team Knowledge

A solid understanding of servicing functional teams—including Quality Assurance (QA), Workforce Management (WFM), Learning & Development (L&D), Knowledge Management (KM), Content Management (CM), and Continuous Improvement (CI)—is required. You will act as the single source of truth for platform changes and help these teams optimize their processes based on partner needs.

Incident Management

You will be responsible for helping to manage and resolve incidents efficiently. This includes communicating with affected partners and internal teams, and helping with the resolution process to minimize disruption.

In-Depth Operational Knowledge

You should have a comprehensive understanding of both operational processes and compliance regulations. This includes the ability to navigate complex business workflows, ensure adherence to legal standards, and provide expert guidance on all operational aspects of the Wise Platform.