Job description

Job Timing: US Time Zone - CST hours (India Night Shift - 08:30pm to 05:30am)

Job Location: SG Highway, Ahmedabad

Domain: US CPA (Tax and Accounting)

Company Size: Start-up

Position Summary:

We are seeking a dynamic and dedicated Customer Success Specialist to join our team. The ideal candidate will be responsible for providing exceptional customer service to our Texas-based clients, facilitating seamless client communication, and ensuring the smooth functioning of our operational workflows. As the voice of the company, the candidate should be professional, articulate, and well-versed in handling client queries and requirements.

Key Responsibilities:

Client Communication:

Handle incoming client calls, take messages, and respond to basic FAQs.
Conduct discovery calls to explain the company's services, workflows, and processes.
Onboard new clients, including guiding them on using the TaxDome CRM portal and encouraging mobile app downloads.
Schedule and set up client meetings, ensuring calendar management aligns with priorities.
Host webinars and meetings to educate clients about our services and workflows.

Documentation Management:

Request and collect documentation for tax returns and bookkeeping.
Share documents securely via the TaxDome CRM.
Follow up on missing forms or items and ensure accurate documentation within the CRM.
Manage the client database, ensuring it is always up-to-date.

Operational Support:

Monitor the progress of client jobs through the TaxDome pipeline and ensure timely movement.
Send engagement letters for signing and follow up to secure signatures.
Send Form 8879 for signatures and manage related follow-ups.
Oversee invoice follow-ups and payment collections.

Client Relations:

Be the professional and approachable voice of the company, fostering trust and rapport with clients.
Explain the services offered in a clear and concise manner, addressing any client concerns.
Build positive client relationships by delivering excellent customer service.

Administrative & Creative Tasks:

Build PowerPoint presentations for webinars, client meetings, and internal purposes.
Provide support for preparing and sharing marketing material when needed.
Coordinate and manage multiple tasks efficiently to ensure timely execution.

Skills & Competencies:

Excellent verbal and written communication skills in English.
Ability to explain complex processes in a simple and client-friendly manner.
Strong organizational and multitasking skills, with a keen eye for detail.
Proficiency in CRM platforms (preferably TaxDome) and basic office software (e.g., MS Office).
Comfortable hosting online meetings and webinars with a professional demeanor.
Ability to stay proactive in identifying client needs and addressing them effectively.

Additional Requirements:

A background in finance, accounting, or customer service is preferred.
Availability to work Texas business hours (CST).
Demonstrated ability to build and maintain relationships with clients from diverse backgrounds.
A proactive and resourceful approach to problem-solving.

Compensation:

Competitive salary, commensurate with experience and qualifications.

Why Join Us?

Work with a growing CPA firm committed to delivering exceptional client service.
Opportunity to learn and grow in the areas of tax, bookkeeping, and client management.
A supportive, collaborative, and flexible work environment.

We are looking for a passionate and dedicated professional who can serve as the bridge between our clients and our firm. If you are committed to excellence in customer service and have the skills and drive to succeed in this role, we encourage you to apply.