We're looking for a Client Advocate to own the client experience for an assigned group of clients and step in when issues require additional attention. You'll guide clients through the tax and accounting process, keep engagements moving, resolve service issues, and make sure clients are well-informed, know what is needed from them, and what comes next.
This role is onsite, out of our Pleasanton office.
To ensure your application reaches the right team, please apply online rather than calling or visiting our offices.What You'll DoClient Relationship Management- Manage an assigned client list as their escalated point of contact.
- Lead client onboarding: explain the firm's services, collect required documentation, set up initial meetings, and make sure clients understand scope, timelines, and deliverables.
- Conduct regular check-ins to assess satisfaction, address ongoing needs, and identify opportunities for additional services.
- Gather and act on client feedback throughout the engagement.
- Bring client concerns and feedback to the appropriate internal teams.
Escalations & Problem Resolution- Resolve Level 1 escalations from Front Desk Administrative Assistants and Document Specialists.
- Lead difficult client conversations, resolve disputes, and determine the right path forward to preserve client relationships.
- Identify recurring service issues and work with the Senior Client Advocate and Client Success Leader to fix the underlying process.
Pipeline & Service Delivery- Keep work moving through the Intake and Delivery pipelines at the pace the firm needs.
- In partnership with the appropriate technical teams, explain tax and accounting concepts to clients in clear, accessible language.
- Give clients regular updates on their returns, projects, and financial statements, and follow up proactively on deadlines.
- Manage the Delivery pipeline: generate tax invoices, accept and process payments, and assemble returns.
- Delegate tasks to the Senior Document Specialist, Document Specialists, and Front Desk Administrative Assistants as appropriate.
Team & Office Support- Serve as office point of contact for onsite Client Success staff, including Document Specialists and seasonal employees.
- Train and develop Front Desk Administrative Assistants.
- Cover for other Client Advocates and Client Success team members during absences.
- Serve as the local point of contact for routine office operations and escalate facilities issues as needed.
RequirementsExperience & Education- 5+ years of relevant professional experience in client service, relationship management, administrative services, or a comparable client-facing role.
- Demonstrated experience in conflict resolution and negotiation.
- Experience leading or mentoring junior team members preferred.
- Understanding of accounting and tax concepts and U.S. tax regulations is a plus.
Technical Skills- Strong proficiency with CRM systems and Microsoft Office Suite.
- Familiarity with accounting/tax software (e.g., CCH, QuickBooks, Xero, UltraTax, or similar) preferred.
Professional Skills- Ability to clearly explain technical information to non-technical people, in writing and verbally.
- Ability to manage sensitive and confidential client information with integrity and discretion.
- Ability to manage multiple clients and priorities with strong attention to detail.
Work Environment- Onsite at our Pleasanton Office.
- Extended hours required during peak tax season.
Salary Range: $90,000 - $115,000, plus equity
Benefits- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k with match)
- Life Insurance (Basic)
- Paid Time Off (Unlimited Vacation, plus Sick & Public Holidays)
- Stock Option Plan
