What are the responsibilities and job description for the Customer Engagement & Finance Lead (Austin, TX) position at Files.com?
About Files.com
Location: Austin, TX
Competitive Benefits and Salary
Paid, In-House Training: We’ll provide the solution training you’ll need.
Big Company Benefits: You'll get full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 💰 401(k) with generous matching, 11 Company Holidays per year, and 🏖 20 PTO/Vacation days, plus we give employees off for Winter Break at the end of the year!
Corporate Laptop and $1,000: Upon signing, we'll provide you a contemporary 💻 Apple laptop as well as $1,000 bonus.
Awesome Office Atmosphere: Our new Austin office is in the heart of Austin with a beautiful view of downtown, the Capitol, and excellent in-office perks (gym, parking, a beautiful terrace, and more)
Incredible Travel Opportunities: We bring our team together for regular in-person meetings to ensure that you build real relationships that will outlast your time at the company. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
About the Customer Engagement & Finance Lead Role
Files.com is experiencing rapid growth, and we're looking for an organized and driven Customer Engagement & Finance Lead to join our team. This role is essential in managing the team that handles collections, streamlines processes, and ensures timely payments from clients—directly contributing to our financial health. If you’re detail-oriented, process-driven, and customer-focused, we’d love to hear from you. The lead will be expected to operate in the role in order to gain the experience and following this success then build a team of up to two individuals below them.
In this role, you will be:
Files.com is an enterprise secure file transfer & automation app with over 4,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more. Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.
Location: Austin, TX
Competitive Benefits and Salary
Paid, In-House Training: We’ll provide the solution training you’ll need.
Big Company Benefits: You'll get full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 💰 401(k) with generous matching, 11 Company Holidays per year, and 🏖 20 PTO/Vacation days, plus we give employees off for Winter Break at the end of the year!
Corporate Laptop and $1,000: Upon signing, we'll provide you a contemporary 💻 Apple laptop as well as $1,000 bonus.
Awesome Office Atmosphere: Our new Austin office is in the heart of Austin with a beautiful view of downtown, the Capitol, and excellent in-office perks (gym, parking, a beautiful terrace, and more)
Incredible Travel Opportunities: We bring our team together for regular in-person meetings to ensure that you build real relationships that will outlast your time at the company. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
About the Customer Engagement & Finance Lead Role
Files.com is experiencing rapid growth, and we're looking for an organized and driven Customer Engagement & Finance Lead to join our team. This role is essential in managing the team that handles collections, streamlines processes, and ensures timely payments from clients—directly contributing to our financial health. If you’re detail-oriented, process-driven, and customer-focused, we’d love to hear from you. The lead will be expected to operate in the role in order to gain the experience and following this success then build a team of up to two individuals below them.
In this role, you will be:
- Client Communication & Relationship Management: Regularly engage with clients on calls to address outstanding invoices and ensure timely payment. You’ll play a key role in managing and nurturing these relationships diplomatically.
- Process Improvement: Continuously assess the process and recommend improvements to enhance efficiency and reduce the need for escalations. Your goal will be to streamline workflows and minimize payment delays.
- Documentation & Process Tracking: Maintain detailed records of all client interactions and collections activities. Ensure accurate documentation for future tracking, audits, and reporting purposes. You will help refine these processes over time.
- Database Management: Keep the CRM and accounts database up to date with every client interaction. This includes ensuring that all data is current, accurate, and comprehensive to track progress and support audits.
- Escalation Management: Understand when a collection issue requires escalation to another team or department. Know who to contact, and when, to ensure timely resolution and avoid delays in payments.
- Cross-Functional Collaboration: Work closely with the billing team to resolve discrepancies and route customers, other departments that will best support the client.
- Customer Payment Barriers: Actively identify and remove obstacles that prevent customers from making payments. This person is critical to ensure we are supporting our clients rather than making collections calls. You’ll help ensure no lockouts or disruptions in service occur due to unpaid invoices.
About You:
- Attention to Detail: You’re precise in tracking payments, customer communications, and accounts data, ensuring nothing is overlooked.
- Empathy & Professionalism: You can handle sensitive payment situations with understanding and tact, avoiding any harsh tactics while still ensuring collections are completed.
- Problem Solver: You know when to escalate an issue and when to resolve it yourself. You’ll proactively communicate with the right people to ensure timely resolution of outstanding balances.
- Coachable: You’re eager to learn and grow within the company, taking feedback constructively and applying it to improve performance.
- Communication Skills: You’re comfortable talking to clients on the phone, with the ability to ask the right questions, listen carefully, and address concerns professionally. Experience doing this in an environment with high volume is a large plus.
Pluses but not required:
- Previous management experience: While it would be a plus we are also open to individuals that do not have this experience and want to build it.
