Client Success Lead: Trusted Partner for Clients

Financial Information Technologies LLC; Tampa (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Fintech LLC in Tampa, FL seeks a Client Success Advocate to serve as a trusted partner to our fintech clients, delivering exceptional support, problem resolution, and cross‑functional project coordination.

The role owners client outcomes, identifies issues before they escalate, drives process improvements, and develops SOPs, training materials, and reports to strengthen the client experience and support organizational growth.

Qualifications

• 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
• 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.
• Experience with ticketing or help desk systems.
• Knowledge of Fintech products, systems, and processes.
• Project management experience or training.

Responsibilities

• Must be a proactive, solutions-oriented professional with ownership and accountability.
• Serve as a client advocate, building relationships and ensuring an exceptional client experience.
• Manage client inquiries, issues, and escalations from identification through resolution.
• Analyze complex situations, identify root causes, and recommend effective solutions.
• Lead and support cross-functional projects, coordinating stakeholders and tracking deliverables.
• Identify opportunities to improve processes, systems, and workflows.
• 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.
• Support operational activities, reporting, client education, and other initiatives.
• Plan and manage projects that impact multiple business units; work independently.
• Document project plans, assign tasks, monitor progress, and escalate as required.
• Engage with clients to ensure processing; communicate internally and externally via phone and email.
• Recommend system enhancements and process improvements with Client Services teams.
• Engage with Sales, Product, and other stakeholders to ensure alignment and communication.
• Lead additional duties including reporting, quality review, and identifying revenue opportunities.

Skills

Client success

Project coordination

Problem solving

Communication

Ownership

Multitasking

Microsoft Office

Ticketing systems

Fintech knowledge

PM experience

Tools

Ticketing systems

Microsoft Office

Job description

Fintech LLC in Tampa, FL seeks a Client Success Advocate to serve as a trusted partner to our fintech clients, delivering exceptional support, problem resolution, and cross‑functional project coordination.

The role owners client outcomes, identifies issues before they escalate, drives process improvements, and develops SOPs, training materials, and reports to strengthen the client experience and support organizational growth.