Position Overview

Our client is seeking a highly organized, client-focused, and empathetic Client Success and Administrative Coordinator to serve as the primary point of contact for prospective and existing clients. This role combines client communications, discovery call management, administrative support, and light sales responsibilities within a growing accounting and tax firm.

The ideal candidate will have prior experience in the accounting, bookkeeping, tax, or financial services industry and possess exceptional customer service skills. They must be comfortable handling client inquiries, conducting discovery calls, managing communications across multiple channels, and supporting internal administrative initiatives.

Key Responsibilities

Client Communications and Relationship Management

• Serve as the first point of contact for clients via phone, email, CRM, and client portals.
• Manage inbound and outbound client communications.
• Respond to client inquiries professionally and promptly.
• Provide excellent customer service while demonstrating empathy, patience, and professionalism.
• Follow up with clients regarding outstanding requests, documentation, and open invoices.

Discovery Calls and Lead Qualification

• Conduct discovery calls with prospective clients.
• Identify client needs and determine appropriate services.
• Answer basic accounting and tax-related questions.
• Qualify leads and schedule strategy sessions when appropriate.
• Maintain detailed notes and records within the CRM.

Administrative Support

• Coordinate client onboarding processes.
• Update and maintain CRM records.
• Assist with documentation, workflows, and standard operating procedures (SOPs).
• Support administrative projects and operational improvements.
• Help implement updates related to the firm's expansion into North Carolina.

Client Outreach and Engagement

• Conduct warm outreach to existing leads and prospects already within the firm's ecosystem.
• Follow up on inquiries generated through marketing channels and social media funnels.
• Re-engage inactive leads and clients.
• Support client retention and relationship-building initiatives.

Billing and Reporting Support

• Assist with client invoicing through QuickBooks.
• Provide basic client reports upon request.
• Track and follow up on unpaid invoices.

Required Qualifications

Must-Have Experience

• Minimum 3–4 years of experience in an administrative, client services, virtual assistant, or customer success role.
• Experience working within an accounting, bookkeeping, tax, financial services, or related professional services environment.
• Basic understanding of:
  • Tax preparation
  • Accounting principles
  • Bookkeeping concepts
  • Small business financial operations
• Strong verbal and written communication skills.
• Experience handling client calls and customer service interactions.

Technical Skills

• Microsoft Outlook
• Microsoft Teams
• Microsoft 365 Suite
• CRM systems
• QuickBooks (or willingness to learn quickly)

Preferred Experience

• Experience with tax or accounting firm CRMs (TaxDome or similar platforms).
• Client onboarding experience.
• Lead qualification and discovery call experience.
• Experience supporting professional service firms.

Soft Skills and Personal Attributes

The ideal candidate will be:

• Compassionate and empathetic
• Patient and attentive
• Highly organized
• Detail-oriented
• Professional and trustworthy
• Comfortable discussing financial matters with clients
• Proactive and resourceful
• Able to balance customer service with business development objectives

Sales and Business Development Exposure

While this is not a dedicated sales role, the candidate should be comfortable:

• Discussing firm services with prospective clients
• Identifying client needs
• Guiding prospects toward appropriate solutions
• Converting qualified inquiries into booked appointments or strategy sessions
• Communicating naturally without sounding overly scripted

Success Measures

Success in this role will be measured by:

• Client satisfaction and responsiveness
• Discovery call effectiveness
• Timely client onboarding
• CRM accuracy and organization
• Reduction in outstanding client communications
• Follow-up completion rates
• Overall quality of customer service experience

Ideal Candidate Profile

A seasoned virtual assistant, client success coordinator, or administrative professional with accounting or tax industry experience who genuinely enjoys helping people, can confidently discuss basic tax and accounting matters, and excels at building strong client relationships while supporting business operations.