What You’ll Do: Driving Customer Success and Growth
You serve as a pivotal force in ensuring the technical viability and successful adoption of WEX solutions. Joining the sales cycle early, you will conduct technical deep dives to uncover business needs and identify value. Following this through to designing tailored solutions and leading the hands-on build and delivery process. You will remain the primary point of contact immediately after a customer goes live, to ensure the launch is successful.
About The TeamThe Customer Solutions team is the critical link between a customer's strategic vision and successful technical execution. We partner directly with our largest and most ambitious customers across the globe to realize their full potential by designing, implementing, and supporting reliable, high-impact payment solutions.
We work in lockstep with Sales, Relationship Management, Product, and Engineering teams, leveraging our deep expertise in Travel Payments, Virtual Cards, and wider Corporate solutions to serve as a trusted cross-functional advisor throughout the customer journey, from initial discovery through go-live and beyond. Our mission doesn't end at "plugging it in"; we stay deeply involved during the early usage stages to ensure a seamless launch for our customers
Key Responsibilities
Consultative Solution Design & Pre-sales: Partner with Sales/Relationship teams early in the sales cycle to conduct deep customer discovery, for both prospects and existing customers. You will design high-impact WEX payment solutions, acting as a technical consultant to win customer trust and qualify opportunities.
Technical Relationship Management: Navigate client organizations through a technical lens, supporting commercial teams by bridging the gap between commercial strategy and technical execution. You will engage stakeholders across finance and development to align our solutions with their business vision, proactively resolving technical hurdles to protect and grow the partnership.
System Configuration and Build: Take hands-on responsibility for platform configuration, ensuring excellent attention to detail and adherence to set protocols.
Integration and Testing: Actively support the customer's integration efforts. Use your technical skill, troubleshooting, and problem-solving abilities to debug integration issues related to APIs, web services, and virtual card platforms, ensuring seamless connectivity with client systems.
Hypercare & Success Enablement: Drive early-stage success by monitoring client usage behavior to identify friction and advise on technical and operational optimizations that accelerate their use of the WEX platform. You will ensure a high-performing account handoff to the Account Manager with a clear blueprint for long-term growth.
End-to-End Project Management: Lead and execute technical implementation projects, defining the customer transformation journey, preparing workflows, and collaborating with cross-functional teams. Manage project risk, scope, and requirement changes throughout this project work.
Demonstration and Education: Deliver in-depth product demonstrations and technical presentations showing the benefits of our solutions. Assist with educating the customers operational and finance teams on post go-live reconciliation, integration maintenance, and general system needs. Demonstrate the strategic value of our solutions, overcoming objections and selling the technical vision to stakeholders.
Voice of the Customer: Act as the internal advocate for the client to bring critical technical insights, implementation challenges, and product enhancement opportunities back to our internal Product and Engineering teams.
The ideal candidate is a strong communicator with a passion for understanding client needs. You are as comfortable in a terminal window as you are in a boardroom. You possess the executive presence to lead technical discussions and the commercial acumen to understand how technical architecture drives business goals.
You aren't just a doer; you are a persuasive advisor who builds trust through clarity and a "solution-oriented" approach. You thrive in a role where you wear many hats—from high-level architect to hands-on problem-solver and client advocate.
Minimum Requirements5 years of experience within the APAC region in a similar external client-facing role (e.g., Technical Delivery Manager, Solutions Architect, Implementation Consultant) within a global B2B technology or financial services organization.
Domain Expertise: Minimum of 5 years' experience in Travel Technology and/or Payment Industries (pay-outs or issuing experience advantageous).
Technical Depth: confidence in explaining complex concepts to both technical and non-technical audiences. E.g. how API, webhooks, etc work.
Troubleshooting Skills: Proven ability to troubleshoot, problem-solve, and think logically through multi-faceted technical issues during technical integration.
Project Management: Proven ability to accelerate the selling process and delivery timeline by effectively managing project scope, milestones, and influencing decision makers.
Exceptional verbal and written English communication skills in technical and business settings. Additional languages are an advantage.
While we operate a remote-first philosophy to guide where we work, this role is anchored to our Melbourne CBD office. Therefore regular office attendance is required based on business needs. The position also requires flexibility for regional and global travel.
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