POSITION SUMMARY

The Client Experience Manager is responsible for managing and enhancing the overall client experience throughout the client lifecycle—from initial proposal and onboarding through ongoing service delivery, relationship development, retention, and expansion. This position serves as a central point of coordination between clients and the firm's accounting, tax, advisory, and operational teams. The Client Experience Manager ensures that commitments made during the sales process are effectively transitioned into onboarding and ongoing service, client expectations are clearly communicated internally, issues are resolved promptly, and clients receive consistent, professional, responsive, and high-quality service. A significant component of this position is client retention and growth . The Client Experience Manager proactively develops client relationships, monitors satisfaction, identifies emerging needs, and works with the firm's professionals to identify appropriate cross-selling and service-expansion opportunities. The Client Experience Manager does not manage the technical accounting or tax work performed by the firm's professionals. Rather, the position owns the coordination of the client experience , ensuring that the appropriate internal resources are engaged and that client matters are followed through to resolution.

ESSENTIAL DUTIES AND

RESPONSIBILITIESClient Onboarding & Transition Own and coordinate the client onboarding process following acceptance of an engagement. Send welcome communications, onboarding instructions, and other introductory materials. Coordinate the collection of required client information and documentation. Ensure clients are properly established within applicable CRM, client management, portal, billing, and production systems. Coordinate with Operations, Account Managers, Tax Managers, and other production staff to ensure work begins promptly. Track each new client through the onboarding process until the engagement has been successfully transitioned into ongoing production. Identify onboarding delays, missing information, or other barriers and take appropriate steps to resolve them. Escalate significant onboarding issues to the Head of Operations when necessary. Ensure no accepted engagement remains stalled or unassigned during the transition from sales to service delivery. Client Relationship Management Serve as the primary client-experience contact for assigned clients. Develop and maintain strong, professional relationships with clients. Maintain regular communication with key and high-value clients. Monitor client requests, questions, concerns, and outstanding issues. Coordinate internally with Account Managers, Tax Managers, and other professionals to ensure client needs are addressed. Follow up on outstanding client requests and deliverables. Proactively communicate with clients when deadlines, deliverables, or expectations change. Ensure clients understand the services being provided and how to work effectively with the firm. Maintain appropriate documentation of significant client communications and relationship information within the CRM or client management system. VIP Client Management Maintain and regularly review the firm's designated VIP client list. Establish and support enhanced service and communication standards for VIP relationships. Review VIP client matters at least twice weekly. Monitor outstanding deliverables, deadlines, open questions, and service concerns. Follow up with internal teams regarding delayed or high-priority matters. Proactively communicate with VIP clients when an issue could affect their service experience. Coordinate significant client concerns with senior management. Identify opportunities to strengthen VIP relationships and expand services. Client Retention Proactively monitor client satisfaction and relationship health. Identify early indicators of dissatisfaction, disengagement, service concerns, or potential client loss. Conduct periodic client check-ins and relationship reviews. Track client complaints and significant service issues through resolution. Coordinate corrective actions with Operations, Account Managers, and other appropriate team members. Escalate material client concerns or at-risk relationships to senior management. Identify trends contributing to client dissatisfaction or attrition and recommend corrective action. Support firm initiatives designed to strengthen long-term client relationships.

Key Performance Indicator:

Target 99% client retention. Client Satisfaction & Service Improvement Obtain client feedback following significant engagements or service milestones when appropriate. Monitor and evaluate client satisfaction trends. Track recurring complaints, communication concerns, and service issues. Identify opportunities to improve the overall client journey. Communicate relevant client feedback to Operations and production management. Recommend improvements to client-facing procedures, communications, technology, and service delivery. Assist in developing measurable client-service standards across the firm.

Key Performance Indicator:

Target 95% client satisfaction. Quotes, Proposals & New Business Coordination Prepare, coordinate, and manage client quotes and proposals. Work with appropriate internal professionals to obtain pricing, scope, and service information. Send proposals and engagement information to prospective clients. Follow up on outstanding proposals and prospective client inquiries. Maintain accurate quote and prospect information within the firm's CRM or pipeline system. Answer initial questions regarding firm services and coordinate technical discussions with appropriate professionals when necessary. Coordinate sales and prospective-client meetings as appropriate. Ensure accepted proposals are promptly transitioned to Operations and onboarding.

Quote Management Standards:

Daily Review outstanding quotes and proposals. Follow up with prospective clients as appropriate. Update proposal and opportunity status within the firm's systems. Weekly Review the overall prospect and proposal pipeline with management. Identify stalled opportunities requiring additional follow-up. Identify capacity, pricing, service, or operational issues affecting potential engagements. Cross-Selling & Client Relationship Growth Proactively evaluate existing client relationships to identify additional services that may benefit the client. Develop a strong understanding of the firm's full range of services and capabilities. Identify client needs through ongoing conversations, relationship reviews, service history, and changing business circumstances. Coordinate potential opportunities with the appropriate accounting, tax, payroll, HR, or advisory professional before presenting services to the client. Facilitate introductions between clients and internal subject-matter experts. Track cross-selling opportunities and outcomes within the firm's CRM or client management system. Follow up on identified opportunities to ensure appropriate action is taken. Support the development of strategic plans for expanding key client relationships.

Potential service opportunities may include:

Tax planning and tax return preparation Bookkeeping and outsourced accounting Controller and CFO services Payroll services HR and HR ASO services Sales and use tax Multi-state compliance International tax and compliance Financial reporting Audit support Retirement plan and benefit administration Business and financial advisory services Other services offered by the firm

Key Performance Indicator:

Target 7% of firm revenue growth through cross-selling and expansion of existing client relationships. Post-Engagement Client Experience Following completion of significant tax returns, accounting projects, advisory engagements, or other major deliverables: Confirm that the client received the completed deliverable. Ensure outstanding client questions have been addressed. Obtain client feedback when appropriate. Identify unresolved or emerging client needs. Communicate relevant upcoming deadlines or service requirements. Identify appropriate additional services or relationship-development opportunities. Document relevant information and follow-up activities within the CRM or client management system. The objective is to create a continuous client relationship cycle: Service → Review → Feedback → Opportunity → Additional Service → Stronger Relationship Client Issue Resolution Serve as the central coordinator for client service issues. Determine the appropriate internal professional or department responsible for addressing the matter. Coordinate communication between the client and internal team. Track open issues through resolution. Follow up with responsible employees when responses or deliverables are outstanding. Keep clients informed regarding the status of significant matters. Confirm that issues have been satisfactorily addressed before closing them. Escalate unresolved, recurring, or significant client issues to appropriate management. The Client Experience Manager is not expected to personally perform technical accounting, tax, IT, or advisory work. The position is responsible for coordinating the solution and ensuring accountability for follow-through , so the client is not required to navigate multiple departments or employees independently. Client Communication & Education Prepare and coordinate client communications regarding firm services, procedures, deadlines, and processes. Explain how clients should submit documents, requests, and other information. Provide guidance regarding client portals and other firm technology. Coordinate client training when necessary. Develop and maintain client-facing instructions, FAQs, onboarding materials, and other resources. Communicate changes to procedures, technology, deadlines, or service expectations. Promote clear, professional, timely, and client-friendly communication throughout the firm. Client Portal & Technology Experience Coordinate client portal setup and onboarding. Monitor client access issues and recurring technology concerns. Escalate technical problems to IT or the appropriate technology provider. Identify recurring technology-related complaints affecting the client experience. Provide feedback to IT and Operations regarding client technology needs. Ensure clients understand how to effectively use the firm's technology platforms. The Client Experience Manager owns the client's technology experience , while IT retains responsibility for the underlying systems, security, infrastructure, and technical administration. Coordination With Production Teams Communicate client priorities, expectations, and commitments to Account Managers and appropriate production personnel. Monitor important client deadlines and deliverables. Follow up on VIP, urgent, or time-sensitive matters. Identify and escalate production delays that could negatively affect the client. Coordinate proactive client communication regarding delays or changes when necessary. Ensure commitments communicated to clients are reflected in internal planning and production schedules. Facilitate communication between clients and technical professionals when additional expertise is required. The Client Experience Manager does not supervise the technical accounting or tax work of production personnel unless separately assigned management responsibilities.

PERFORMANCE MEASURES

Performance in this position may be evaluated based on:

Client Retention:

Target of 99%

Client Satisfaction:

Target of 95%

Client Expansion/Cross-Selling:

Target of 7% of firm revenue growth Timeliness and effectiveness of client onboarding Proposal and quote follow-up and conversion Responsiveness to client concerns and open issues VIP client service and relationship management Accuracy and completeness of CRM/client documentation Effectiveness of communication and coordination across departments Identification and resolution of recurring client-experience issues Contribution to overall firm growth and client relationship development

QUALIFICATIONS

Bachelor's degree in business administration, communications, accounting, finance, marketing, or a related field preferred. Five or more years of experience in client relationship management, account management, customer success, professional services, business development, or a related role preferred. Experience within an accounting, tax, financial services, consulting, legal, or other professional services environment strongly preferred. Demonstrated experience managing high-value client relationships. Experience with client onboarding, CRM systems, proposals, and pipeline management. Demonstrated ability to identify client needs and develop additional business opportunities. Strong understanding of professional client-service standards. Experience coordinating across multiple departments and levels of management.

KNOWLEDGE, SKILLS & ABILITIES

Exceptional client-service and relationship-management skills. Excellent written and verbal communication skills. Strong organizational, prioritization, and follow-through abilities. Ability to manage multiple client relationships, deadlines, and open issues simultaneously. Strong problem-solving and conflict-resolution skills. Ability to recognize client dissatisfaction and intervene proactively. Strong business development and consultative relationship-building skills. Ability to identify cross-selling opportunities without compromising the trusted-advisor relationship. Ability to communicate effectively with accounting, tax, finance, operations, IT, and executive professionals. Strong attention to detail and commitment to accurate documentation. Ability to handle confidential and sensitive client information with discretion. Proficiency with CRM, client management, project management, Microsoft Office, and related business technology. Ability to work independently while effectively coordinating with a cross-functional team.

SUCCESS IN THIS ROLE A

successful Client Experience Manager ensures that clients do not have to navigate the firm's internal structure to get answers or results. The individual creates accountability across the client journey, strengthens communication between clients and production teams, identifies concerns before they become significant problems, and continuously looks for opportunities to deepen client relationships. Success means clients feel known, valued, informed, and well served —while the firm benefits from stronger retention, greater client loyalty, increased referrals, and sustainable revenue growth from existing relationships.

Pay:

$65,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Required)

Experience:

client relationship management: 5 years (Required) accounting firm or professional services: 3 years (Required) client onboarding & pipeline management: 2 years (Required)

Work Location:

In person