Client Success & Administrative Coordinator | Tax & Accounting Firm

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.