Onsite Client Experience Lead, Tax & Advisory Equity

Cynch, Inc.; Pleasanton, Northern (CA, KY); Hybride; USD 90 000 - 115 000; Plein temps

Avantages offerts par ce poste

Health Care Plan

Retirement Plan (401k with match)

Life Insurance

Paid Time Off (Unlimited Vacation, +H)

Stock Option Plan

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Client relationship management

Communication skills

Attention to detail

Outils

CRM software

Microsoft Office Suite

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

Description du poste

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.