Client Experience Manager / Escalations Manager

About finally

Finally is one of America’s fastest-growing fintech companies, revolutionizing financial automation for SMBs. Our cutting-edge platform integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, powered by AI to simplify financial operations and help businesses focus on what matters most—growth.

Backed by $200M in 2024 funding, we’re headquartered in sunny South Florida, home to a thriving team of over 200 across three offices. As the official corporate card of the Panthers, Heat, and small business expense management for the Bulls, we’re making waves in fintech and looking for ambitious talent to join us on this journey.

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