Customer Success Manager, SME & Growth

About this role

ABOUT AIRWALLEX

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 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 2,700 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 https://www.airwallex.com/en-us/operating-principles to see it in full.

岗位职责

• 负责新员工培训项目的设计、实施与持续优化，帮助新人快速了解公司、产品、业务流程及岗位要求

• 根据业务需求搭建并维护培训体系，包括但不限于产品知识、行业知识、系统工具、业务流程、沟通技巧及案例处理等模块

• 输出并迭代培训材料，包括课件、SOP、知识手册、题库、考试、演练脚本及复盘资料

• 组织开展线上及线下培训、workshop、分享会、带教辅导及阶段性考核

• 与业务团队、TL、跨部门协作，识别一线团队常见能力短板，制定针对性的培训方案

• 跟踪培训效果，结合考试结果、业务表现、质检反馈及学员反馈持续优化培训内容

• 参与新人培养路径、认证机制及在岗能力提升项目建设

• 沉淀优秀案例、常见问题及最佳实践，推动知识标准化与可复制化

• 支持团队在产品更新、流程变更或重点项目上线时完成专项培训宣导与落地

• 在必要时参与一线业务观察、陪练或case复盘，确保培训与实际业务场景高度一致

任职要求

• 本科及以上学历

• 2年以上培训、学习发展、销售培训、客服培训、运营培训或相关岗位经验

• 具备优秀的表达呈现能力，能够独立完成授课、引导讨论和现场控场

• 学习能力强，能快速理解新产品、新流程及跨部门协作机制

• 具备良好的沟通协调能力，能够高效联动业务负责人、团队管理者及相关支持团队