Client Advocate

PrideStaff; Cupertino (CA); On-site; USD 100,000 - 125,000; Full time

Job summary

A leading company in the accounting field is seeking a Client Advocate to manage client relationships and ensure exceptional service. The successful candidate will handle escalated inquiries, assist clients throughout the accounting and tax preparation process, and work closely with various teams to address client needs effectively.

Qualifications

• 5+ years of experience in client relationship management, preferably in accounting, finance, or tax services.
• Strong proficiency in CRM systems and tax software.
• Excellent communication skills with a client-centric approach.

Responsibilities

• Serve as a liaison between clients and the firm, managing ongoing communication.
• Resolve Level 1 escalated issues and monitor client satisfaction.
• Coordinate with accounting and tax teams to resolve client inquiries.

Skills

Client Relationship Management

Conflict Resolution

Communication Skills

Problem Solving

Education

Bachelor’s degree

Tools

CRM systems

Microsoft Office Suite

Accounting/tax software

Job description

Job Tittle: Client Advocate

Job Description: Client Advocate

As a Client Advocate you will serve as an escalated point of contact between our clients and the firm. Your role is to ensure that clients receive exceptional service, their concerns are addressed in a timely manner, and they feel confident in and supported throughout their engagement with us. This includes guiding clients through the accounting and tax preparation process, advocating for their needs within the firm, and ensuring their satisfaction by fostering long-term relationships.
Key Responsibilities

• Client Relationship Management:
  • Serve as a liaison between the firm and its clients. Maintain ongoing communication (e.g., onboarding, addressing escalated inquiries or complaints, monitoring retention/satisfaction), while managing expectations. Build strong relationships with clients by understanding their needs, providing personalized service, and anticipating future needs.
  • Monitor and manage assigned client list.
  • Resolve Level 1 escalated issues from Front Desk Administrative Assistants and/or Document Specialists.
• Client Support & Service Delivery:
  • Communicate and coordinate with accounting, tax, and consulting teams to resolve client issues or inquiries in a timely manner. Work with Tax professionals and, when requested, explain accounting or tax concepts in a simple and clear manner to clients.
  • Ensure that clients receive regular updates on their projects, tax returns, or financial statements, and proactively follow up on deadlines.
  • Manage Delivery pipeline, including generating Tax invoices, accepting/processing payments and assembling returns.
• Problem Solving & Conflict Resolution:
  • Address client complaints or disputes in a professional and timely manner, aiming to resolve the issue and retain the client’s business.
• Mentoring, Staff Support & Development:
  • Act as office point of contact for onsite CS team members (e.g., Document Specialists, Front Desk Admins, and other seasonal employees).
  • Provide support/coverage for other CAs or CS team members during absences or as needed.
• Other:
  • Participate in internal training sessions.
  • Other projects as assigned by CS or Tax Leaders.

Required Qualifications & Skills

• Bachelor’s degree or significant professional experience in Customer Service, Administrative Services or in an Executive Assistant role.
• 5+ years of experience in client relationship management, preferably in accounting, finance, or tax services. Experience in conflict resolution and negotiation is a must.
• Strong proficiency in CRM systems, tax software, and Microsoft Office Suite. Familiarity with accounting/tax software (e.g., CCH, QuickBooks, Xero, UltraTax, or similar) highly desired.
• Excellent communication skills, both written and verbal, with the ability to explain technical information clearly. Good listener with proven problem-solving skills with a client-centric approach.
• Ability to manage sensitive and confidential information with integrity, discretion, and professionalism.
• Strong organizational skills and extreme attention to detail. Able to handle multiple clients and prioritize effectively in a fast-paced environment

Preferred Skills

• Experience leading/mentoring junior team members desired.
• Understanding of accounting and tax concepts. Familiarity with US tax laws and regulations (for firms dealing with US-based clients) is a plus.

Compensation / Pay Rate (Up to): $34.00 - $38.00 Per Hour