Client Success Advocate

Fintech•Tampa, FL

6d•Hybrid

About The Position

The Client Success Advocate serves as a trusted partner to Fintech clients, providing exceptional support, problem resolution, project coordination, and operational assistance. The role acts as the voice of the client across the organization while driving client satisfaction, process improvements, and business results. The Advocate owns outcomes, identifies problems before they escalate, and independently drives resolution to improve the client experience and support organizational growth. The position plans and manages projects or initiatives affecting multiple business units or service offerings. It develops project plans, assigns tasks, monitors progress, and escalates issues to project sponsors as needed. The Advocate engages clients regarding assigned processing, coordinates business readiness with Client Services, Sales, Product, and other stakeholders, and recommends system enhancements and process improvements. Other work may include reporting, quality review, client education, identifying revenue opportunities, and assisting Client Services with overflow work.

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 think outside the box.
Proven ability to take ownership of responsibilities and independently drive results.
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.

Nice To Haves

Knowledge of Fintech products, systems, and processes.
Project management experience or training.

Responsibilities

Serve as a client advocate, build strong relationships, and ensure 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 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 and document project plans, assign tasks, monitor progress, and escalate to project sponsors as required.
Identify opportunities to improve processes, systems, and workflows to enhance 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 with clients, leadership, and cross-functional teams through phone and email.
Engage with clients to ensure assigned processing is completed.
Coordinate business readiness and communication with Client Services, Sales, Product, and other stakeholders.
Formulate recommendations for system enhancements and process improvements in coordination with Client Services departments.
Support operational activities, reporting, client education, and other initiatives as needed.
Lead projects, build tracking reports, conduct quality reviews, identify and action potential revenue opportunities, and assist Client Services with overflow work.
Perform other duties as assigned.