ABOUT FILES.COM

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

ABOUT THE CUSTOMER ENGAGEMENT & FINANCE SPECIALIST ROLE:

Files.com is experiencing rapid growth, and we’re looking for an organized and driven Customer Engagement & Finance Specialist to join our team. This role is essential in managing collections, streamlining processes, and ensuring 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.

WHAT YOU CAN EXPECT TO DO IN THIS ROLE:

• 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.

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