Client Experience Manager / Escalations Manager

About finally

finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth.

We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. We’re proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls.

We are seeking an Client Experience Manager / Escalations Manager who is responsible for overseeing and resolving complex client issues that have been escalated from the standard service team, acting as the primary point of contact for high-priority concerns, analyzing root causes, and collaborating with internal teams to ensure timely and accurate resolution while maintaining client satisfaction and minimizing future escalations through process improvements. 

This role is perfect for a results-driven leader who excels in problem-solving, thrives under pressure, and has strong communication skills to de-escalate tense situations effectively. They should be highly customer-focused, working to turn negative experiences into positive ones while maintaining professionalism and empathy. 

Success as a Client Experience Manager / Escalations Manager means resolving high-priority issues efficiently, improving customer satisfaction, and reducing future escalations. It involves strong collaboration across teams, clear communication, and proactive problem-solving to enhance processes. Ultimately, success is measured by turning challenges into positive outcomes while balancing customer advocacy with business needs.

Key Responsibilities: 

• Escalation Management:

  • Receive and prioritize escalated client issues related to accounting services, including billing discrepancies, data errors, compliance concerns, and complex transactions. 

  • Conduct thorough investigations to understand the root cause of issues and identify potential solutions. 

  • Assign escalated issues to appropriate team members based on expertise and workload. 

  • Monitor progress on escalated issues and ensure timely resolution within agreed service level agreements (SLAs).
    

• Client Communication:

  • Act as an advocate for a sales team to ensure retention of the client after sign up

  • Act as the primary point of contact for clients experiencing escalated issues, providing regular updates and clear communication throughout the resolution process. 

  • Proactively manage client expectations and address any concerns related to escalated matters.
    

• Problem Solving:

  • Analyze trends in escalated issues to identify recurring problems and potential systemic flaws in accounting processes. 

  • Collaborate with relevant departments (e.g., IT, operations) to implement process improvements and prevent future escalations. 

  • Develop and implement solutions to address complex accounting issues that require creative problem-solving.
    

• Team Leadership:

  • Mentor and train support staff on escalation procedures and best practices for handling complex client issues. 

  • Coach team members on effective communication techniques for managing escalated client concerns. 

• Reporting and Analysis:

  • Track key performance indicators (KPIs) related to escalations, including resolution time, client satisfaction, and root cause analysis. 

  • Generate reports for senior management detailing escalation trends and areas for improvement. 

Required Skills and Qualifications: 

• Proven experience in sales with strong client facing skills and the ability to effectively promote and deliver the value of services to clients. 

• Strong understanding of small business bookkeeping principles and practices 

• Proven experience in client service and resolving complex client issues 

• Excellent communication and interpersonal skills to effectively manage client interactions 

• Ability to analyze data and identify trends to proactively address potential issues 

• Strong problem-solving and decision-making skills 

• Leadership experience in managing and mentoring team members 

• Proficiency with bookkeeping software and relevant reporting tools is a plus

• Proficiency with Salesforce and Zendesk is a plus

Why Join Us?

• Work in a dynamic, fast-growing company with a $200M+ funding boost

• Learn from world-class leaders who have scaled businesses to new heights.

• Enjoy a competitive salary, stock options, and top-tier benefits, including health, vision, and dental insurance, paid time off, and more!

If you’re ready to take the next step in your career and make an impact with one of the most exciting fintech companies in the country, we’d love to hear from you!

Location: Full-time, in-office (M-F, 9:00 AM–6:00 PM) in South Florida.

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