Job Description

Job Description

Job Description

JOB SUMMARY:   

The Client Success Manager (CSM) is responsible for ensuring clients receive maximum value from our services. This role involves onboarding new clients to engagement signature, providing ongoing support, problem-solving client issues, retrieving information for service completion, and fostering long-term relationships to ensure client satisfaction and retention. The ideal candidate will have excellent communication skills, a client-focused mindset, and the ability to drive client engagement and success.

DUTIES AND TASKS: 

· Client Relationship Management:

• • Serve as the main point of contact for clients when addressing their needs and concerns, answering accounting questions, and solving client problems.
  • Build and maintain strong, long-lasting client relationships.
  • Regularly check in with clients to ensure they are satisfied with our services and address any issues.

· Client Onboarding:

• • Guide new clients through the onboarding process to the point of engagement item signature and ensure a smooth and successful implementation of service task.
  • Schedule and conduct onboarding sessions, including initial face-to-face meeting.
  • Ensure the client’s profile is up-to-date with accurate contact information
  • Make sure all documents, including organizer, prior tax returns, and form 7216 for tax return preparation clients are received and prepared for initial onboarding.
  • Develop and maintain onboarding materials and resources when the need arises.
  • Send engagement items for signature.

· Client Support:

• • Provide ongoing support to clients, resolving issues in a timely and efficient manner.
  • Collaborate with internal teams to address client needs and deliver solutions.
  • Proactively identify opportunities for clients to maximize the value of our products and services.

· Sales and Revenue Growth:

o Identify and pursue upsell and cross-sell opportunities within existing client accounts.

o Collaborate with the sales team to support new business development efforts.

o Develop and maintain a pipeline of potential sales opportunities.

o Achieve sales targets and contribute to revenue growth.

· Accounts Receivable Collections:

o Monitor and manage client accounts to ensure timely payments.

o Follow up on overdue accounts and communicate with clients regarding outstanding invoices.

o Collaborate with the finance department to resolve any billing issues and discrepancies.

o Implement and maintain effective collections strategies to reduce outstanding receivables.

· Client Feedback and Improvement:

• • Collect and analyze client feedback to identify areas for improvement.
  • Work with the product development team to relay client feedback and suggest enhancements.
  • Implement client success initiatives based on feedback and best practices.

· Reporting and Documentation:

• • Maintain accurate records of client interactions, support cases, and progress.
  • Prepare regular reports on client success metrics and performance.
  • Document and share client success stories and case studies.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

· Education:

• • Bachelor’s degree in Accounting, Business Administration, Marketing, Communications, or a related field (preferred).

· Experience:

• • Proven experience in a client success, account management, customer service, or sales role.
  • Experience with client onboarding and training.
  • Familiarity with CRM software and client success tools.
  • Experience in accounts receivable collections (preferred).

· Skills:

• • Excellent communication and interpersonal skills.
  • Strong problem-solving and conflict resolution abilities.
  • Ability to manage multiple clients and projects simultaneously.
  • Proactive and client-focused mindset.
  • Strong organizational and time-management skills.
  • Sales and negotiation skills.
  • Knowledge of accounts receivable collections processes and best practices.

ENVIRONMENT:

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position. 

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various type of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description. 

NOTICE:  

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Gulf Coast Accounting and Tax is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee and client success.

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