Client Experience Supervisor -CST

BPM Overview:BPM is a full-service accounting firm providing comprehensive Assurance, Tax, and Advisory services to clients globally.  We are one of the largest California-based accounting firms and have built our success by focusing on our clients and our people. Our client base encompasses a complex array of sophisticated clients that keep our staff intellectually challenged every day.   Our people-centered culture and firm motto “Because People Matter” has allowed us to be consistently recognized as one of the Best Places to Work in the Bay Area.  We are dedicated to providing meaningful careers for all our employees along with fostering an environment that allows an integrated lifestyle. Our flexible culture allows our professionals to live a balanced lifestyle between their work responsibilities and personal commitments.As an administrative supervisor in our tax practice, you are an important team member and vital to the daily functions of the partners, managers, and staff. Customer service skills and professional manners are required in the handling of client requests and inquiries. This position will oversee time sensitive and confidential client documents.  Job Summary: The Client Experience Supervisor is responsible for assisting the client experience team, ensuring that client interactions are handled efficiently and effectively. This role involves managing client inquiries, resolving issues, and implementing strategies to enhance client satisfaction and loyalty. The Client Experience team plays a strategic role in shaping the client journey by leading a high-performing support team, optimizing service delivery processes, and driving initiatives that enhance client satisfaction and loyalty.

What you Get:

• Total rewards package: from flexible work arrangements to personalized benefit structures and financial compensation options that give you choice and flexibility. 
• Well-being resources: interactive wellness platform and incentives, an employee assistance program and mental health resources, and Colleague Resource Groups (CRGs) that provide safe spaces for colleagues to share, be heard, feel valued and deepen connections.
• Balance & flexibility: 14 Firm Holidays including 2 floating, Flex PTO, paid family leave, winter break, summer hours, and remote work options, so you can balance challenging yourself with taking care of yourself. 

Key Responsibilities:

• Supervise the client experience team and workflow, providing guidance and support.
• Develop and implement client service policies and procedures.
• Monitor and evaluate client interactions to ensure high-quality service.
• Handle escalated client issues and complaints, providing timely resolutions.
• Train and mentor team members to enhance their skills and performance.
• Analyze client feedback and data to identify areas for improvement.
• Collaborate with other departments to ensure seamless client experience.
• Prepare and present reports on client service metrics and performance.
• Partner with the appropriate teams to ensure a seamless and consistent client experience across all touchpoints. 

Qualifications:

• Client service experience is required, a supervisory role preferred.
• Ability to learn new software.
• Strong leadership and project management skills.
• Demonstrated ability to champion and train teams on software and applications.
• Excellent written/verbal communication and interpersonal abilities.
• The ability to handle stressful situations and resolve conflicts.
• Proficiency in Microsoft Office.
• Strong analytical and problem-solving skills.

Preferred Qualifications:

• Experience in the accounting industry.
• Knowledge of CCH Axcess, SafeSend, Salesforce, DocuSign, Suralink

Requirements:

• Bachelor’s degree or equivalent work experience.
• At least three years of relevant experience in a professional services environment, with increasing management responsibilities. Public accounting experience is a plus.
• Proven leadership and project management skills, with a track record of implementing creative solutions to improve productivity and efficiency.
• Strong communication skills, both oral and written.
• Professional demeanor and appearance.
• Collaborative and consultative management style, able to interact effectively with all levels of staff and management.
• Ability to handle adversity and navigate challenging situations with a positive attitude.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
• Experience with CCH Axcess, DocuSign, and Salesforce is a plus.

Wondering if you should apply? At BPM we are people who value people. We