The Client Success Advocate serves as a trusted partner to Fintech clients, providing exceptional support, problem resolution, project coordination, and operational assistance. This role acts as the voice of the client across the organization while driving client satisfaction, process improvements, and business results. Client Success Advocates are trusted problem-solvers who owns outcomes, identifies problems before they escalate, and drives resolution independently to consistently deliver results that improve the client experience and support organizational growth.

Essential Functions/Responsibilities:

• Must be a proactive, solutions-oriented professional who demonstrates strong critical thinking, ownership, and accountability.
• Serve as a client advocate, building strong relationships and ensuring an exceptional client experience.

• Manage client inquiries, issues, and escalations from identification through resolution, maintaining ownership and accountability throughout the process.
• Analyze complex situations, identify root causes, and recommend effective solutions that balance client and business needs.
• Lead and support cross-functional projects, coordinating stakeholders, tracking deliverables, and ensuring timely completion.
• 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 effectively with clients, leadership, and cross-functional teams.
• Support operational activities, reporting, client education, and other initiatives as needed.

• Responsible for planning and managing projects and/or initiatives that impact multiple business units/service offerings. Ability to work independently and think outside the box.
• Develop and document project plan, assign tasks, monitor progress, and escalate to project sponsor as required.
• Responsible for engaging with clients to ensure processing (as assigned)
• Effectively communicate both internally and externally via phone and email.
• Formulate recommendations for system enhancements and process improvements to streamline and increase efficiencies (with Client Services departments) and improve the Client experience.
• Business Liaison (business readiness) engagement with Client Services, Sales, Product and other stakeholders to ensure alignment and communication
• Other duties as assigned including but not limited to leading projects, build reporting for tracking, quality review, client education, identifying and actioning potential revenue opportunities and assisting client services in overflow work.

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.

• 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.