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

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.

Client Success and Administrative Coordinator

Key skills