Account Services Analyst

About the Team/Role

• As a Mid-Market Account Services Analyst at WEX, you will serve as a technical point of contact for our mid-market customers. You will be responsible for ensuring the successful adoption and utilization of our products and services. You will understand customers' requirements, challenges, and goals, collaborating with them to develop and execute success plans that align with their business objectives and drive value from our offerings. Your role includes providing technical guidance, identifying and addressing technical issues, and staying informed about product updates and industry trends to deliver relevant recommendations to customers.

How you'll make an impact

• Customer Technical Relationship Management:

• Serve as the technical 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.

• Customer Engagement:

• 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.

• Issue Resolution and Proactive Support:

• 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.

• Knowledge Sharing and Continuous Improvement:

• 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.

• Internal Collaboration:

• Collaborate closely with Account Managers to ensure a seamless and cohesive experience for mid-market customers.

• Partner with Operations and Participant Services teams to address and resolve technical issues for mid-market customers.

• Align with internal stakeholders to support mid-market customer needs and drive technical success.

• Knowledge, Skills, Abilities

• 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.

Experience you'll bring

• Education:

• Bachelor's degree preferred.

• Experience:

• Proven experience in a technical success, technical account management, or related role

• 2+ years of industry/product experience.

Transition Pathway

• An Account Services Analyst looking to advance from the MMKT segment to Enterprise accounts will typically:

• Consistently exceed performance expectations with MMKT clients.

• Take on enterprise clients as an interim step, demonstrating success in managing larger, more complex accounts.

• Shift from tactical issue resolution to strategic guidance, helping enterprise customers align WEX solutions with long-term business objectives.

• Take an active role in finalist presentations, showcasing expertise to potential enterprise clients.

• Show readiness through leadership contributions, strategic influence, and technical depth.

• Be recognized internally as a high-impact Account Services Analyst, capable of managing the scale and complexity of MMKT clients.