Client Advocate

Cynch, Inc.; Pleasanton, Northern (CA, KY); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan (401k with match)

Life Insurance

Paid Time Off (Unlimited Vacation, +H)

Stock Option Plan

Job summary

Aardvark Tax Advisors in Pleasanton, CA is seeking a Client Advocate to own the client experience for an assigned group of clients, guiding them through tax and accounting processes and keeping engagements moving.

You will manage onboarding, resolve issues, and collaborate with Client Success leaders to improve service delivery while maintaining clear, proactive communication and ensuring deadlines are met.

Qualifications

• 5+ years of relevant professional experience in client service, relationship management, administrative services, or a comparable client-facing role.
• Demonstrated experience in conflict resolution and negotiation.
• Experience leading or mentoring junior team members preferred.
• Understanding of accounting and tax concepts and U.S. tax regulations is a plus.

Responsibilities

• Manage an assigned client list as their escalated point of contact.
• Lead client onboarding: explain the firm's services, collect required documentation, set up initial meetings, and ensure clients understand scope, timelines, and deliverables.
• Conduct regular check-ins to assess satisfaction, address ongoing needs, and identify opportunities for additional services.
• Gather and act on client feedback throughout the engagement.
• Bring client concerns and feedback to the appropriate internal teams.
• Resolve Level 1 escalations and lead difficult client conversations to preserve relationships.
• Identify recurring service issues and work with leadership to fix underlying processes.
• Explain tax and accounting concepts to clients in clear, accessible language.
• Give clients regular updates on their returns, projects, and financial statements, and follow up on deadlines.
• Manage the Delivery pipeline: generate tax invoices, accept payments, and assemble returns.
• Delegate tasks to junior staff as appropriate.
• Train and develop Front Desk Administrative Assistants.
• Cover for other Client Advocates and team members during absences.

Skills

Client relationship management

Communication skills

Attention to detail

Tools

CRM software

Microsoft Office Suite

Accounting/tax software (CCH, QuickBooks, Xero, UltraTax)

Job description

At Aardvark Tax Advisors, the client comes first.We’re a full-service tax, accounting, and advisory firm serving small businesses and entrepreneurs. Our people are uniquely enabled to spend more of their time understanding clients, solving complex problems, and building lasting relationships.

Technology helps make that possible.As the accounting and client services practice of Cynch AI, we use proprietary AI to reduce routine tasks and free up time for higher-value client work. Our tools support the work. Our people remain accountable for the outcome.

We’re building an expanding practice with clear paths for career advancement.We're a fast-growing practice with clear paths for advancement. We grow organically and through strategic acquisitions, and as we grow so does our team's scope of responsibility. Each level has defined expectations and advancement criteria, with performance-based opportunities for greater responsibility and equity over time.We're looking for a Client Advocate to own the client experience for an assigned group of clients and step in when issues require additional attention. You'll guide clients through the tax and accounting process, keep engagements moving, resolve service issues, and make sure clients are well-informed, know what is needed from them, and what comes next.

This role is onsite, out of our Pleasanton office.

What You'll Do

Client Relationship Management

• Manage an assigned client list as their escalated point of contact.
• Lead client onboarding: explain the firm's services, collect required documentation, set up initial meetings, and make sure clients understand scope, timelines, and deliverables.
• Conduct regular check-ins to assess satisfaction, address ongoing needs, and identify opportunities for additional services.
• Gather and act on client feedback throughout the engagement.
• Bring client concerns and feedback to the appropriate internal teams.

Escalations & Problem Resolution

• Resolve Level 1 escalations from Front Desk Administrative Assistants and Document Specialists.
• Lead difficult client conversations, resolve disputes, and determine the right path forward to preserve client relationships.
• Identify recurring service issues and work with the Senior Client Advocate and Client Success Leader to fix the underlying process.

Pipeline & Service Delivery

• Keep work moving through the Intake and Delivery pipelines at the pace the firm needs.
• In partnership with the appropriate technical teams, explain tax and accounting concepts to clients in clear, accessible language.
• Give clients regular updates on their returns, projects, and financial statements, and follow up proactively on deadlines.
• Manage the Delivery pipeline: generate tax invoices, accept and process payments, and assemble returns.
• Delegate tasks to the Senior Document Specialist, Document Specialists, and Front Desk Administrative Assistants as appropriate.

Team & Office Support

• Serve as office point of contact for onsite Client Success staff, including Document Specialists and seasonal employees.
• Train and develop Front Desk Administrative Assistants.
• Cover for other Client Advocates and Client Success team members during absences.
• Serve as the local point of contact for routine office operations and elevate facilities issues as needed.

Experience & Education

• 5+ years of relevant professional experience in client service, relationship management, administrative services, or a comparable client-facing role.
• Demonstrated experience in conflict resolution and negotiation.
• Experience leading or mentoring junior team members preferred.
• Understanding of accounting and tax concepts and U.S. tax regulations is a plus.

Technical Skills

• Strong proficiency with CRM systems and Microsoft Office Suite.
• Familiarity with accounting/tax software (e.g., CCH, QuickBooks, Xero, UltraTax, or similar) preferred.

Professional Skills

• Ability to clearly explain technical information to non-technical people, in writing and verbally.
• Ability to manage sensitive and confidential client information with integrity and discretion.
• Ability to manage multiple clients and priorities with strong attention to detail.

Work Environment

• Onsite at our Pleasanton Office.
• Extended hours required during peak tax season.

Salary Range: $90,000 – $115,000, plus equity

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with match)
• Life Insurance (Basic)
• Paid Time Off (Unlimited Vacation, plus Sick & Public Holidays)
• Stock Option Plan