Team Lead Americas

The Opportunity:

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

Requirements

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
• Fluency in English and Spanish is required (C1 proficiency or equivalent)

Technologies We Use:

• Looker
• Smartsheet
• Salesforce
• Zendesk