Senior Team Lead, Account Executives

About the Team/Role

The Senior Team Lead is responsible for leading a team of Account Executives, ensuring client success, satisfaction, and growth within the team's portfolio. This role oversees strategy, drives customer engagement, and ensures team performance. The Senior Team Lead plays a key role in strategic decision-making, cross-departmental collaboration, and helping clients fully leverage WEX’s solutions to meet their business needs. The ideal candidate will have strong leadership abilities, a customer-focused mindset, and a track record of driving successful outcomes.

How you'll make an impact

• Leadership & Strategy

  • Lead and mentor a team of professionals, fostering a collaborative and results-driven environment.

  • Develop and execute strategies for customer engagement, retention, and growth.

  • Establish team goals and performance metrics to drive accountability and success.

  • Provide regular coaching, feedback, and career development opportunities to team members.

  • Participate in strategic decision-making regarding solutions for clients.

• Customer Relationship Management

  • Oversee the development and maintenance of strong, long-term relationships with key clients.

  • Ensure the team acts as the primary point of contact for clients, delivering exceptional customer service and support.

  • Actively engage with customers by regularly joining your team on customer business reviews and check-ins, while monitoring team performance to ensure customer satisfaction and value realization.

  • Adhere to security policies and ensure world-class customer service standards are met.

  • Coordinate with the department to ensure clear communication and process adherence.

  • Participate in addressing client/partner escalations as needed.

  • Review customer health and ensure appropriate plans are in place.

• Customer Advocacy & Feedback

  • Act as a senior advocate for clients within WEX, ensuring their needs and feedback are incorporated into product development and service enhancements.

  • Collaborate with cross-functional teams (e.g., Product, Sales, and Support) to align client needs with business objectives.

  • Work with system leaders, department managers, and development coordinators to identify enhancement or fix requests needs for clients/partners.

  • Develop and interpret operational metrics to ensure operational efficiency and assist in staff forecasting.

  • Review key accounts holistically, identifying trends and opportunities.

• Performance Monitoring & Reporting

  • Establish processes for tracking key customer success metrics, analyzing performance, and identifying trends or potential issues.

• Retention & Growth

  • Drive strategies for increasing customer retention and identifying opportunities for growth.

  • Collaborate with the Sales team to identify and pursue upselling and cross-selling opportunities, encouraging warm introductions through your team.

• Problem Resolution

  • Guide the team in addressing and resolving any client concerns or challenges, ensuring that internal teams work together for timely resolutions.

  • Serve as the first escalation point for customers, taking ownership of critical issues and providing necessary oversight and direction.

Experience you’ll bring

• High school diploma, Bachelor’s degree preferred

• 5+ years of experience in customer success, account management, or related roles.

• 2+ years in a leadership role, managing a team.

• Industry knowledge in Healthcare or Benefits is highly desirable

• Leadership & Team Management:

  • Proven ability to lead and develop a high-performing team.

  • Experience in setting clear expectations and managing team performance.

  • Provide informal and formal team member coaching and performance management to promote individual and company success.

  • Motivate others to reach beyond their current level of performance through positive coaching.

  • Evaluate staff performance through continuous feedback.

  • Conduct one-on-one meetings with all direct reports on a monthly frequency.

• Communication:

  • Exceptional verbal and written communication skills, with the ability to present complex information clearly and persuasively to both clients and internal stakeholders.

• Strategic Thinking:

  • Ability to think strategically and develop long-term customer success plans.

  • Strong analytical skills to assess client data, identify trends, and make informed decisions.

• Problem-Solving:

  • Advanced problem-solving skills, with the ability to manage and resolve conflicts effectively.

• Organizational Skills:

  • Excellent organizational and time management skills, with the ability to manage multiple client needs and team demands simultaneously.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $86,000.00 - $114,000.00