Client Success Specialist

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 3,000 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 950+ 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 Client Success Specialist for Flywire’s EDU vertical. In this role, you provide exceptional value-add support services for our existing client base. You will also execute against engagement plans for a large portfolio of group-managed accounts.

The EDU Client Success 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. 

In this role you will:

• Execute against a Client Success strategy for the EMEA markets

Activities such as;

• Working with the client “system end users” to ensure that they have the correct knowledge and are confident using the Flywire product suite
• Creating & hosting 1:many client webinars
• Promoting system usage best practices 
• Championing best practice in a client’s payer communications. Reviewing & documenting approach to create mutually agreed action plans
• Managing the engagement of a large portfolio of group-managed accounts
• Uncover additional opportunities within your client portfolio

Additionally:

• Work closely with the Account Management team to ensure that clients receive joined up support from operational to strategic level
• Be an active contributor to the development of the team, providing ‘on the ground’ insight as well as using your experiences to help shape the wider team’s approach
• Utilise data insights to inform client engagement
• Be able to manage your own daily operations while collaborating on team process enhancing projects
• Be able to effectively prioritise &  act with a sense of urgency
• Nurture collaborative relationships with key internal stakeholders
• Understand the Flywire product suite, tools, and workflows

Qualifications

Here’s What We’re Looking For:   

• 2-4 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)
• Be Accountable, proactive & persistent. Always
• Strong problem solving and project management skills with attention to detail, time management, organizational 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 #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