Job Description

The Opportunity

We, at Flywire, are seeking a Revenue Operations Analyst who will be responsible for driving the effectiveness and efficiency of our Sales and Customer Success Teams. You will work within the Revenue Operations team and work closely with all CS teams to define and implement customer success objectives, strategies, tactics, and processes.

Challenges You’ll Tackle :

• Develop tracking and reporting for churn, adoption, onboarding projects, risk and other KPIs.
• Track leading indicators of risk, renewal, and upsell
• Coordinate cross-functional processes within Customer Success (Relationship, Onboarding, Support teams) and across the company (Product, Engineering, Marketing, and Sales) that help meet renewal & adoption goals, identify upsell targets, and deliver on customers’ needs
• Gather requirements from department leadership teams and design scalable solutions to meet those requirements
• Design and automate processes within Customer Success Software (ChurnZero) and Salesforce to increase efficiency of customer outreach, onboarding processes, and data tracking
• CSM enablement, including providing materials and data that help CSMs work more effectively
• Review, report on, and maintain CRM data that can provide actionable reports to internal teams
• Create and maintain documentation for processes

Senior Responsibilities

• Sales enablement, including providing usage and onboarding data to Sales team members to help them work more effectively. Will administer future sales enablement tools.
• Manage an inbound queue of requests and questions from end users
• Own all customer adoption journey mapping
• Analyze usage data from CS platform to provide actionable data to Sales and CS teams and recommend actions for management based on this data.
• Determine data that would be useful to end users and implement methods to “push” intelligent and timely data instead of requiring users to “pull” providing for streamlined usability and enhanced speed of action from the sales team
• Provide tier two/three level support to end ChurnZero users
• Maintain bi-weekly cadence with department heads or representatives to provide cross department resources to various teams

Qualifications

Here’s What We’re Looking For:

• 5+ years of experience in sales operations, CS / customer success operations, revenue operations, system operations, business support systems, and/or marketing automation
• Experience working in SaaS industry
• Experience with Salesforce
• Administration experience with customer success software, preferably ChurnZero
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys “getting their hands dirty” by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence
• Ability to project manage, multi-task, meet deadlines and prioritize projects
• Self-motivated and self-learner with the ability to work under minimal supervision
• Passion for designing processes that scale

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 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!)

Submit today and get started!

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 12 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.