Client Success Director

Summary

Join Flywire as a Client Success Director (CSD) and become a key player in revolutionizing healthcare payments. As the primary contact for high-value clients, you will own client relationships, develop account plans to maximize value and revenue, and ensure successful adoption of Flywire solutions. You will be responsible for resolving customer escalations, identifying upsell opportunities, and leading transformational initiatives to optimize communication and operations. The CSD will also act as a central resource for managing our CRM, Salesforce, and partner with other teams on communications. This role requires a strong understanding of revenue cycle management and FinTech, excellent communication and presentation skills, and the ability to manage complex projects. Flywire offers a competitive compensation package, including benefits and professional development opportunities.

Requirements

• Bachelor’s Degree in Business, Finance, or Communications
• 8+ years of healthcare and client facing experience
• Excellent written and verbal communication skills
• 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
• The ability to manage projects tightly but still make them fun
• Can work alone as well as part of an awesome team
• Drive coupled with strong ethics, kindness, and good nature in your DNA
• 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 developing case studies based on customers performance
• Strong analytical skills, conformable working with raw data to drive insights and action plans
• Advanced problem solving skills, ability to develop effective solutions to complex problems
• Ability to leverage cross functional business and technical teams to provide timely issue resolution
• Ability to travel up to 30% of the time

Responsibilities

• Develop, update, and execute account plans which maximize value and revenue through the successful adoption and operation of Flywire solutions
• Oversee the satisfactory resolution to all customer escalations by delivering superb service, communication, and coordinating efforts across multiple internal and external stakeholders
• Identify and realize new up-sell opportunities resulting in incremental revenue gain, new product deployments, and value-add to our customers
• 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
• Document processes and achieve cross functional alignment, to better position Flywire for its next phase of rapid growth
• Lead the management, maintenance, and utilization of our central CRM, Salesforce
• Partner with other teams, especially marketing, to lead vertical-wide and company-wide communications and announcements
• Welcome new clients, define project scope and success metrics in the hand-off from sales and collaboration with project managers
• Participate in the implementation of our online solution for healthcare providers, collaborate with partners including banks and RCOs, drive the workflow discussion, retain our wonderful clients, expand our services, deliver value, learn, and grow
• Enable and maintain 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
• 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

Preferred Qualifications

• Revenue cycle, sales, fintech, and consulting experience are more than a plus
• Experience working with large and complex enterprise accounts, healthcare is a plus

Benefits

• 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 impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)