Distinct Tax Consulting Group Client Relations Lead Atlanta, GA · Full time

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The Client Relations Lead manages and builds long-term relationships with our clients. They are responsible for overseeing the daily operations of the client relations department, ensuring client satisfaction, and providing excellent client service to our clients. They will act as the primary point of contact for clients and be responsible for maintaining strong relationships with them throughout the year.

• Job Requirements
• Bachelor’s degree in Business Administration, Marketing, or similar field
• Must possess excellent Communication skills
• Must have empathy and respect in communication
• At least 2 years’ experience in client service management
• Knowledge of the tax and accounting industry  is a plus
• Proficient in Microsoft Office including PowerPoint and Excel
• Must have a client-centric mindset
• Must have a solid work-ethic and work independently
• Ability to work well with a team
• Job Responsibilities:
• Build and maintain long-term relationships with clients
• Ensure high levels of client satisfaction by responding to client inquiries promptly and professionally.
• Monitor client accounts to identify potential issues and take corrective action as needed.
• Collaborate with the tax preparation team to ensure accurate and timely delivery of tax preparation services to clients.
• Collaborate with the accounting and bookkeeping team to ensure accurate and timely delivery of financial statements, bill payments, invoicing, and ad hoc materials.  
• Manage and mentor the client relations team to ensure that they provide excellent client service.
• Conduct market and competition research to identify opportunities for expanding the client base. 
• Serve as the point of contact when client concerns or problems are escalated
• Identify any gaps in client service and develop solutions to address them 
• Analysis of client data to identify trends in client satisfaction
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Knowledge of / learn the company mission, vision, and values.

Description of Tasks and Duties:

• Work Independently
• Problem-solving: Use your creativity and critical thinking skills to come up with effective solutions that address the client's specific needs and concerns.
• Decision-making: Check your resources and weigh the options and make decisions that are in the best interests of both the client and the organization before escalating the issue or question.
• Develop innovative ideas for improving the client experience, such as new products, services, or communication strategies. 
• Manage client relationships
• Identify opportunities to upsell or cross-sell services.  Recommend additional services that the client may benefit from or suggesting upgrades to existing services.
• Ensure client satisfaction with services received. Follow up with clients after services are provided to obtain feedback and address any concerns or issues that arise.
• Call all appointments the day before to confirm (or leave a voicemail or send a text).  Follow-up with an email if leaving a message or a text. 
• Handle client complaints and issues
• Respond to client inquiries and concerns in a timely and professional manner. Communicate with the client directly or coordinate with other members of the firm to address the issue.
• Oversee resolution of issues or complaints that arise. Work with other team members to develop a solution and ensure that the client is kept informed and updated throughout the process.
• Oversee team members
• Train and mentor team members to ensure that they have the skills and knowledge necessary to effectively manage client relationships.
• Ensure client engagement strategy is aligned with overall goals and objectives of the firm.  
• Analyze client data
• Review client feedback, revenue data, and other metrics to determine areas where the firm can improve its services or increase revenue.
• Identify trends and opportunities for improvement
• Document intake for tax and accounting, organize and collate documents from the clients during onboarding and throughout the year
• Manage the CRM - TaxDome
• Train the team and clients on the usage of the CRM
• Maintenance of the technical issues that may arise (workflow, folder management, templates)
• Manage client portals
• Management of staff access to the clients
• Staying up to date on the updates to TaxDome and inform the team
• Responsible for maintaining the Tax Prep software – Ultra Tax 
• E-file the tax return