Client Success and Service Coordinator

The Client Success and Service Coordinator controls various business operations and implements the company’s strategic initiatives.

Position Overview:

We are seeking a proactive and tech-savvy Client Success and Service Coordinator to ensure our clients have a seamless experience from their very first interaction to their ongoing service delivery. In this role, you are the bridge between the client and our firm. You will drive business growth through sales, manage the technical side of the client journey in TaxDome, handle critical documentation (POAs/Agreements), and ensure our physical office environment is pristine and welcoming.

Key Responsibilities:

• Client Lifecycle & Success (Onboarding/Offboarding):

• Onboarding: Lead the intake process for new clients, ensuring Service Agreements are signed and client portals are activated.

• Document Management: Draft and file Power of Attorney (POA) forms and other compliance documents.

• Portal Management: Monitor the client portal daily to acknowledge, organize, and process incoming documents for the technical team.

• Offboarding: Execute disengagement protocols, including archiving files and sending final communications.

• CRM & Systems Administration (TaxDome):

• System Maintenance: Serve as the administrator for our TaxDome CRM.

• Workflow Optimization: Build, monitor, and update automated workflows and pipelines to ensure projects move efficiently through the firm.

• Knowledge Base: Create and maintain internal Wiki pages and Standard Operating Procedures (SOPs).

• Sales & Business Development:

• Conduct outbound sales calls and manage inbound inquiries to schedule consultations.

• Assist in planning and executing webinars, seminars, and client appreciation events.

• Represent the firm at industry conferences, vending opportunities, and trade shows to generate new leads.

• Agreement Renewals

Financial & Office Operations:

• Billing: Generate invoices, process payments, and follow up on outstanding accounts receivable.

• Lobby Maintenance: Sanitize and organize the office lobby/reception area daily to ensure a safe and professional atmosphere.

• Front Desk: Greet visitors, manage incoming mail, and answer the main office line.

• Reserve and Prep Conference Rooms for In Person Meetings and Events When/As Needed

• Prepare and Run Weekly Company Huddles

• Fax Documents when needed

• Post Office Runs - Prepping and Mailing Documents

Tax Return Tasks:

• EFile Business and Personal Tax Returns and Extensions

• Upload Tax Returns to TaxDome

• Check EFile Status in ProConnect

• Handle Tax Return Rejections as needed and capable to

• Train the Team to Send Signature Request for Documents through TaxDome

Qualifications:

• Experience: 2+ years in Client Services, Operations, or Office Administration.

• CRM Expertise: Proficiency with TaxDome (or similar complex CRM systems) is highly preferred, specifically experience with workflows and pipelines.

• Sales Aptitude: Comfortable making outbound calls and engaging with strangers at events.

• Attention to Detail: Critical for accurate POA filing, contract management, and billing.

• Versatility: Willingness to handle high-level technical tasks (CRM workflows) and ground-level office tasks (lobby sanitizing) with equal enthusiasm.