Enterprise Client Success Manager

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 4,500+ global clients in more than 140 currencies across 240 countries and territories around the world.  And, we’re just getting started!

With over 1,200 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:

We are looking for an Enterprise Client Success Manager to join us in Q4 who will be responsible for managing the post-sales experience for our new and established VIP enterprise customers, project management of implementation, training them using best practices, ensuring value realization, and developing long-term strategic relationships while delivering desired outcomes.

This position will report to our Manager, Enterprise Customer Success, with a Target Start Date in Q4. 

• Act as the primary point of contact and advocate for our most strategic and high value customers
• Proactively own and manage a portfolio of accounts and become their trusted advisor by building strong relationships through scheduled business reviews and point in time communications
• Establish the post-sales relationship with new customers with the primary goal of driving adoption across the portfolio
• Conduct customer intake calls, establish custom workflows, and deliver high-quality trainings to customers via web conferencing  
• Work closely with the Implementation Team to complete new customer and new product onboarding projects
• Facilitate the transition of new clients from implementation to self-sufficiency using customer success software (ChurnZero)  
• Drive communication of troubleshooting, and proactively suggest solutions to customer concerns 
• Create customer references, testimonials, and case studies 
• Provide team feedback by effectively communicating customer needs and feature requests; work cross-functionally across various teams (Sales, Implementation, Product) 
• Monitor, track, and report on analytics, status reports and KPIs for your portfolio customers 
• Develop an in-depth knowledge of all products and services; maintain product expertise across our platform 
• Maintain customer needs, questions, and interactions in Salesforce; escalate challenges to the Support Team, and concerns internally to other appropriate teams.

Qualifications

Here's What We're Looking For: 

• Bachelor's Degree or equivalent work experience
• 3+ years Customer Success experience 
• 2+ years Hospitality experience
• Demonstrated success of exceeding customer satisfaction and retention targets 
• Experience developing implementation plans and managing complex deployments 
• Passionate about customer success and driving customer outcomes  
• Exceptional communication and presentation skills; able to interact with different audiences, from end users to C-level executives  
• Ability to summarize technical and complex topics to a specific target audience  
• Strong problem resolution and analytical skills 
• Ability to project manage, multi-task, meet deadlines and prioritize projects 
• Self-motivated and self-learner with the ability to work under minimal supervision 
• Able to collaborate well with a team, but can also manage their workload independently  

Nice To Haves: 

• Experience working in SaaS industry
• Experience with Salesforce.com and/or Delphi.fdc
• Experience with Adobe Acrobat Pro
• Experience with customer success software (i.e. ChurnZero)

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 b