Client Success Director Healthcare

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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 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. The CSD 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, the Client Success Director 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. The CSD 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 act