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 transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.
Today, Flywire has applied our next-gen payments platform combined with our proprietary global payments network and vertical software to expand and digitize the payment experience for over 2,250 education, healthcare, travel & B2B clients world-wide, processing more than $7B annually and covering more than 240 countries and territories globally. And, we’re just getting started!
With over 450 FlyMates distributed across 12 offices world-wide and representing more than 40 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
Reporting to the Vice President, Client Success, the Director, Client Success is an engaged leader, strategist, and problem solver who is bright, motivated, and hardworking. He/she leads a team of Client Success Managers as well as directly managing top tier enterprise clients. The Director, Client Success drives a team of people who create amazing client experiences across their clients and also executes on our growth strategy with top tier clients, driving the full, never to end, life cycle of our client relationships.
Flywire is changing how healthcare payments work and the Director, Client Success and team drives this transition/adoption and supports our clients through the transformation!
As the leader of the Client Success Managers, the Director coaches the CSMs as they drive a repeatable process across their owned client base to achieve goals/KPIs defined to maximize value and revenue through the successful adoption and operation of Flywire solutions.
The Director will also be the primary contact for some strategic customers, he/she is responsible for the status and strategy of each client and partner. To do so, the Director 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, he/she must also identify and realize new up-sell opportunities resulting in incremental revenue gain, new product deployments, and value-add to our customers.
The Director, Client Success 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 Director and his/her team 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 team nurtures Flywire client enthusiasts and fellow Flymates, and has a blast doing so!
The Opportunity:
- Provide strategic direction and leadership for the Client Success Manager team
- Develop and enhance core competencies and skill sets of the Client Success Manager team to follow processes meant to drive account performance and manage relationships across clients
- Be accountable for ensuring that all required customer activity and interaction is comprehensively captured, tracked, and monitored within our internal tools
- Manage team initiatives and realization of team goals aligned with the Healthcare vertical
- Participate in the hiring and recruiting process, developing employees for career progression
- 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.
Here’s What We’re Looking For:
- Bachelor’s Degree in Business, Finance, or Communications
- 10+ years of healthcare and client facing experience. Revenue cycle, client success, fintech, and sales 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.
- Drive coupled with strong ethics, kindness, and good nature in your DNA
- Experience working with large and complex enterprise accounts in healthcare
- 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 identifying case study opportunties based on customers performance
- Strong analytical skills, comfortable working with raw data and other tools to drive insights and action plans
- Advanced problem solving skills, ability to develop effective solutions to complex problems
- Ability to leverage and drive cross functional business and technical teams to provide timely issue resolution
Technologies We Use:
Google Suite
Salesforce
Looker and Tableau
We Offer:
Competitive compensation, including stock options
Work with brilliant people that will keep you on your toes
Professional & Personal growth opportunities
Partnerships on a global scale (we have been collaborating virtually for years!)
Be a meaningful part in our success - every FlyMate makes an impact
Competitive time off and FlyBetter Days to support any cause you believe in
Wellbeing Programs
Our Hiring Process:
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion 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.
Flywire participates in E-Verify for all U.S. employees.