Account Services Analyst

About the Role

The role is highly collaborative, working closely with internal technical teams, including Operations and Participant Services, to resolve customer issues efficiently. Staying informed about product updates, new features, and industry trends is essential to provide up-to-date guidance to mid-market customers and contribute to the development of internal best practices.

WEX is committed to fostering a culture of innovation and customer-centricity, and this role is pivotal in driving that mission forward. The company's focus on digital payments solutions has positioned it for significant growth, and the Account Services Analyst will play a key role in ensuring that mid-market customers derive maximum value from WEX's offerings.

What You Will Do

• Serve as the technical point of contact for mid-market customers, understanding their technical needs and goals.
• Provide ongoing technical guidance and best practices to help mid-market customers optimize their use of WEX products and services.
• Collaborate in Executive Business Reviews to discuss technical performance, insights, and strategic alignment with mid-market stakeholders.
• Conduct ad-hoc consultations and lead technical health checks to ensure optimal product utilization and performance for mid-market customers.
• Proactively identify and address technical issues or roadblocks that may impact mid-market customer success.
• Work closely with internal technical teams, including Operations and Participant Services, to resolve mid-market customer issues efficiently.
• Monitor mid-market customer technical health and provide proactive solutions to prevent potential issues.
• Stay informed about product updates, new features, and industry trends to provide up-to-date guidance to mid-market customers.
• Share relevant insights and recommendations with mid-market customers to help them leverage new capabilities and achieve desired outcomes.
• Contribute to the development of internal best practices and knowledge-sharing initiatives.
• Align with internal stakeholders to support mid-market customer needs and drive technical success.

What We Are Looking For

• Strong technical acumen and ability to understand complex technical products and services.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to work collaboratively across teams and manage multiple priorities.
• Education: Bachelor’s degree preferred.
• Experience: Proven experience in a technical success, technical account management, or related role.
• 2+ years of industry/product experience.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and draw meaningful conclusions.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Nice to Have

• Experience with digital payment solutions or related technologies.
• Knowledge of industry trends and developments in digital payments.
• Certification in a related field, such as ITIL or similar.
• Experience working with mid-market customers or similar client base.
• Familiarity with project management tools and methodologies.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading company in the digital payments industry.
• Collaborative and dynamic work environment.
• Professional development opportunities, including training and education programs.
• Flexible work arrangements, including remote work options.
• Access to the latest technologies and tools.
• Recognition and reward programs for outstanding performance.
• Comprehensive health and wellness programs.
• Generous PTO and holiday package.

• Ensure your resume and cover letter are tailored to the technical aspects of the role, highlighting your experience with complex technical products and services.
• Prepare to discuss specific examples of how you have provided technical guidance and support to customers in previous roles.
• Familiarize yourself with WEX's products and services, as well as industry trends in digital payments, to demonstrate your knowledge and interest in the field.
• Be prepared to walk through your experience with project management tools and methodologies, and how you have applied these in previous roles.
• Consider creating a portfolio or examples of your work that demonstrate your technical acumen and ability to drive customer success.
• Don't be afraid to ask questions during the interview process about the company culture, team dynamics, and opportunities for growth and development.