Team Lead Americas, Client Success

Company Description

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!

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 4,000+ 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

We, at Flywire, are seeking a Team Lead Americas, Client Success Lead 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 ~900 group-managed accounts through scalable, effective engagements.
As a senior member of the Client Operations team, you will work closely with the Global Manager of Client Success, Snr. Director of Client Operations 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 the region, to maximise leads and engagement
• Manage and coordinate 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, formulate and drive strategy(s) for client engagement & change management
• Be both a coordinator and a do-er, you're in the game, not on the sidelines
• Manage a portfolio of accounts, actively seeking opportunity to positively influence revenue
• Be able to manage your own daily operations while maintaining overall team productivity
• Identify and project manage process improvements & initiatives 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, to maximise opportunity and outputs
• Understand the Flywire product suite, tools, and workflows

Qualifications

• 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
• Fluency in English and Spanish is required

• Looker
• Smartsheet
• Salesforce
• Zendesk

Additional Information

• 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!)

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for any questions.
Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices diversity, gender equality, and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset, and we're excited to watch our unique culture evolve with each new hire.