Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,300+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

The Client Success Director(CSD) is an engaged problem solver who is bright, motivated, and hardworking. He/she creates an amazing client experience while executing on our growth strategy and driving the full, never to end, life cycle of our client relationships.

Flywire is changing how healthcare payments work and the CSD drives this transition/adoption and supports our clients through the transformation!

The CSD owns the relationship between Flywire and key high-value, strategic clients and business partners.

As the primary contact for strategic customers, he/she is responsible for the status and strategy of each client and partner. To do so, the CSD is expected to develop, update, and execute account plans which maximize value and revenue through the successful adoption and operation of Flywire solutions. He/she also oversees the satisfactory resolution to all customer escalations by delivering superb service, communication, and coordinating efforts across multiple internal and external stakeholders. In an effort to promote business growth and differentiate against Flywire’s competition, the CSD must also identify and realize new up-sell opportunities resulting in incremental revenue gain, new product deployments, and value-add to our customers.

The CSD will identify and anticipate the needs of the business as it scales while leading transformational initiatives to ensure optimal communication and operations throughout the healthcare vertical. By documenting processes and achieving cross functional alignment, Flywire will be better poised for its next phase of rapid growth. The CSD will be a central resource and help lead the management, maintenance, and utilization of our central CRM, Salesforce. As an ambassador of the vertical, the CSD will partner with other teams, especially marketing, to lead vertical-wide and company-wide communications and announcements.

The CSD welcomes new clients, defines project scope and success metrics in the hand-off from sales and collaboration with project managers. Participates in the implementation of our online solution for healthcare providers, collaborates with partners including banks and RCOs, drives the workflow discussion, retains our wonderful clients, expands our services, delivers value, learns, and grows. The CSD nurtures Flywire client enthusiasts and fellow Flymates, and has a blast doing so!

As a key customer advocate within the Client Success team, the Client Success Director will be responsible for enabling and maintaining customer success through the lifecycle of a customer.

• Welcome new clients, build relationships, and quickly become their trusted advisor.

• Nurture and expand existing client relationships across the organization.

• Maintain effective and engaging communications at all levels (exec, staff), across multiple stakeholders, both internal and external.

• As a Flywire Health product expert - you will contribute problem solving during implementation and ongoing support.

• Define, track, and communicate success metrics.

• Participate in implementations – in particular contributing to new workflow creation as a revenue cycle optimization expert and contribute to successful UAT.

• Capture and share client enhancement requests. Understand the underlying need of the request from a business perspective – what problem are they trying to solve.

• Oversee projects related to expanded features, changes, and/or enhancements.

• Share product roadmaps, new features, release notes, and actionable strategies

• Amplify our client’s success (congrats + share awards, articles, news on social media)

• Work with our team to create and retain Flywire enthusiasts who are referenceable.

• Retain our clients and expand our footprint thru upsells, expansions, and other value-producing, revenue-generating strategic moves.

• Be an expert and thought leader in revenue cycle and FinTech. Genuinely solve meaningful problems and develop lifelong colleagues along the way.

• Conduct regular business reviews with customers

• Ensure internal alignment on account strategy by partnering with the Account Executive and others to develop and execute on account plans and product upsell

• Create performance analysis to demonstrate ROI for the customer that will advance publishing of case studies with the customers.

Qualifications

Here’s What We’re Looking For:

• Bachelor’s Degree in Business, Finance, or Communications

• 8+ years of healthcare and client facing experience. Revenue cycle, sales, fintech, and consulting experience are more than a plus.

• Excellent written and verbal communication skills. You connect with people – they connect with you!

• Outstanding presentation skills: ability to engage all levels including front line staff through senior executives

• Strong attention to detail, time management, and organizational skills.

• Excellent interpersonal, analytical, and planning skills.

• The ability to manage projects tightly but still make them fun

• Can work alone as well as part of an awesome team

• Drive coupled with strong ethics, kindness, and good nature in your DNA

• Experience working with large and complex enterprise accounts, healthcare is a plus

• Ability to quickly grasp and distinctly explain technological and business concepts

• Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally)

• Experience in developing case studies based on customers performance

• Strong analytical skills, conformable working with raw data to drive insights and action plans

• Advanced problem solving skills, ability to develop effective solutions to complex problems

• Ability to leverage cross functional business and technical teams to provide timely issue resolution

• Ability to travel up to 30% of the time

Technologies We Use:

• Google Suite

• Salesforce

• Looker and Tableau

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices diversity, gender equality, and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.