EDU Client Success Lead, EMEA

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 3,100 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  

We, at Flywire, are seeking a EDU Client Success Lead, EMEA for Flywire’s EDU vertical. In this role, you will have a strategic focus centred around the provision of exceptional value-add support services, primarily in the form of training and end-user communication optimisation for our existing client base. You will also coordinate the management of ~350 group-managed accounts through scalable, effective engagements. 

As a senior member of the Client Optimisation team, you will work closely with the Director of CO and other Team Leads to inform our collective approach and to challenge existing processes; particularly with how Client Success operates within the wider EDU function.  

This team is quickly evolving and is flexible to the needs of the business which means this role must work in step with Client Analysis, Relationship Management, Sales, Client & Payment Experience, Marketing & Implementation to mature into the most effective version of itself in providing meaningful, data-led engagement to enhance client (and their payers) experiences. 

This is a rare opportunity to help shape the path for client engagement at Flywire, in this role you will:

• Define and execute a Client Success strategy across multiple locations & client profiles
• Manage a regional team with sensitivity, pragmatism, enthusiasm & flexibility
• Empower & coach your team to provide scalable, effective support to our clients
• Utilise data insights to inform strategy(s) for client engagement & change management
• Be both a coordinator and a do-er, you’re in the game, not on the sidelines
• Be able to manage your own daily operations while maintaining overall team productivity
• Identify process improvements & opportunities for optimisation
• Constantly assess team performance & outputs against pre-determined KPIs
• Be able to effectively prioritise, act with a sense of urgency and delegate effectively
• Nurture collaborative relationships with key internal stakeholders
• Understand the Flywire product suite, tools, and workflows

Qualifications

Here’s What We’re Looking For:   

• 6+ years of experience in customer/client support, account management, and/or project management preferred. 
• Experience as a manager in Higher Education, Payments, Banking & Finance, and/or Technology Platforms (Beneficial)
• Experience leading a team and/or coaching key stakeholders to benefit both the individual and the group
• Be accountable, proactive & persistent. Always
• Ability to disrupt the status quo and deliver change
• Strong problem solving and project management skills with attention to detail
• Time management, organisational and analytical skills
• Excellent written and verbal communication and presentation skills 
• Takes initiative, willing to engage internally and externally and think outside the box

Technologies We Use :

• Looker
• Smartsheet
• Salesforce
• Zendesk

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 #InsideFly