Client Specialist

About the Role

As a Client Specialist, you will be responsible for managing and supporting our Core Accounts within the Tax & Accounting sector. Your primary role will be to ensure client satisfaction, drive retention, and identify opportunities for small-scale growth through user add-ons and ancillary products. This role requires efficient handling of a large client base, primarily through campaign-based initiatives and responsive customer support.

• Manage a large portfolio of Core Accounts, focusing on customer satisfaction and retention, and participate in targeted campaign initiatives to engage with the Core Account base.

• Respond promptly and effectively to customer inquiries and support requests, and collaborate with internal teams to resolve client issues and ensure smooth product implementation and support.

• Identify and pursue opportunities for small upsells, such as user add-ons and ancillary products, and monitor product usage and customer engagement levels within the assigned account base.

• Contribute to the development and implementation of retention strategies for Core Accounts, and stay informed about product updates and basic tax workflow processes to provide accurate information to clients.

• Maintain accurate and up-to-date records of client interactions and account status in the CRM system, and identify potential accounts that may be candidates for growth into higher spending tiers.

About You

• A Bachelor’s degree in business, Communications, or related field (or equivalent experience) is required, with 0-1 year of experience in customer service, account management, or related field being preferred.

• Excellent communication skills, both written and verbal, are essential, along with a strong customer service orientation and the ability to build positive relationships with clients and stakeholders.

• Proficiency in using CRM systems and Microsoft Office Suite is necessary, with a basic understanding of tax and accounting software solutions being preferred, and the ability to manage multiple accounts and prioritize tasks effectively.

• The ideal candidate will have basic problem-solving skills, attention to detail, and be self-motivated with the ability to work both independently and as part of a team, adapting to learn new products and processes quickly.

• Key personal qualities include a strong work ethic, adaptability, and a willingness to learn and grow, with the ability to prioritize tasks, manage multiple accounts, and maintain a high level of productivity in a fast-paced environment.

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What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our commitment of empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include paid leave, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts,