Client Success Advocate

Fintech•Tampa, FL

11d•Hybrid

About The Position

The Client Success Advocate serves as a trusted partner and advocate for Fintech clients, providing support, problem resolution, project coordination, and operational assistance. The role represents the client across the organization and works to improve client satisfaction, processes, and business results. The Advocate takes ownership of issues and outcomes, identifies potential problems before they escalate, and independently drives resolutions that support a positive client experience and organizational growth. The position manages client inquiries and escalations, analyzes complex situations and root causes, and recommends solutions that balance client and business needs. It also coordinates cross-functional projects and business readiness, supports client processing as assigned, and helps improve systems, processes, and workflows. Additional work includes facilitating meetings and training, preparing documentation and reports, supporting client education and operational activities, and assisting with other initiatives as needed. The role is based in Tampa, Florida, and offers a hybrid work arrangement.

Requirements

At least 2 years of experience in Client Services, Customer Success, Operations, or a related field.
Strong critical-thinking, problem-solving, and decision-making skills.
Experience leading projects or coordinating cross-functional initiatives.
Ability to work independently and drive results with ownership and accountability.
Excellent verbal, written, organizational, and presentation skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and commitment to quality.
Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
Experience with ticketing or help desk systems.
Knowledge of Fintech products, systems, and processes.
Project management experience or training.

Responsibilities

Build strong client relationships and serve as a client advocate to support an exceptional client experience.
Manage client inquiries, issues, and escalations from identification through resolution, maintaining ownership and accountability.
Analyze complex situations, identify root causes, and recommend effective solutions that balance client and business needs.
Lead and support cross-functional projects by coordinating stakeholders, tracking deliverables, and ensuring timely completion.
Plan and manage projects or initiatives that affect multiple business units or service offerings; develop project plans, assign tasks, monitor progress, and escalate to the project sponsor as needed.
Engage with clients to ensure processing as assigned.
Identify opportunities to improve processes, systems, and workflows to increase efficiency and client satisfaction.
Facilitate meetings, trainings, and presentations for internal and external audiences.
Develop and maintain SOPs, training materials, reports, and project documentation.
Communicate effectively with clients, leadership, and cross-functional teams by phone and email.
Serve as a business liaison with Client Services, Sales, Product, and other stakeholders to ensure business readiness, alignment, and communication.
Support operational activities, reporting, client education, quality reviews, and other initiatives as needed.
Identify and act on potential revenue opportunities and assist Client Services with overflow work.
Perform other duties as assigned.