The Client Success Specialist role is a great opportunity to demonstrate your relationship management and organizational skills. This role will provide excellent service to our clients and the GreenGrowth CPAs service team by ensuring the sale and onboarding process is professional and error free. The role as it stands now is working directly with the tax team and its 300+ clients. This is subject to change as the firm grows and evolves. This role serves as the direct contact for tax clients and has a large incoming of emails, calls, and communications from clients. Effective prioritization and 24 hour turnaround on all communication is required.
The Client Success Specialist will be expected to complete tasks pertaining but not limited to the responsibilities and expectations listed below.
Contact clients via phone, text, and email to discuss questions, concerns, and service information. Large focus on tax document collection from clients.
Effectively and independently prioritize projects. Must have the ability to create reports for effective communication of project priorities.
Administrative duties included but not limited to; document management, report tracking, and tasks relevant to meeting company goals
Partner with internal teams to ensure client’s needs are being met promptly
Input and track client notes and activity in Hubspot, Canopy/ProConnect, and QuickBooks Online, and accurately log outcomes of customer discussions
Own the customer feedback survey process and reporting to share with Management, Sales and Marketing teams
Work as part of a collaborative team to ensure our client’s needs are met quickly and with great care
Answer the company’s main 1-800 number and identify serious leads. Track and log all calls in CRM software.
Comfortable seeking feedback on their performance and suggesting new ways of doing things to increase efficiency.
Our ideal Client Success Specialist is enthusiastic about solving problems and answering questions while not always having the answers available. This role will require a person that is driven to learn and solve problems on their own and be comfortable asking questions. We are looking for someone that has amazing communication skills, a positive attitude, and wants to work closely with our team to provide excellent customer service to our clients. Candidates with previous experience working in a tax firm, financial institution, or a law firm are desired. The following are the skills and attributes we are seeking for this role:
Comfortable talking to clients throughout the day (via phone and zoom) and the ability to critically think through their issues to problem solve effectively
Highly organized and able to multitask
Able to prioritize effectively on their own and find the most efficient workflow possible.
Naturally self-driven and proactive.
Excellent communication and interpersonal skills
High computer literacy and the ability to learn new software quickly
Knowledge of customer success processes
Experience in document creation and retention
Patient and an active listener
Passion for service
Completion of an undergrad program relevant to our industry
Previous experience working for a tax firm, financial institution, or a law firm.
Eager to continuously learn and grow