Client Success & Administrative Coordinator | Tax & Accounting Firm

Position Overview
Our client is seeking a highly organized, client-focused, and empathetic Client Success and Administrative Coordinator to serve as the primary point of contact for prospective and existing clients. This role combines client communications, discovery call management, administrative support, and light sales responsibilities within a growing accounting and tax firm.
The ideal candidate will have prior experience in the accounting, bookkeeping, tax, or financial services industry and possess exceptional customer service skills. They must be comfortable handling client inquiries, conducting discovery calls, managing communications across multiple channels, and supporting internal administrative initiatives.
Key Responsibilities
Client Communications and Relationship Management
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.

Discovery Calls and Lead Qualification
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.

Administrative Support
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.

Client Outreach and Engagement
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.

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

Required Qualifications
Must-Have Experience
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.

Soft Skills and Personal Attributes
The ideal candidate will be:
Compassionate and empathetic
Patient and attentive
Highly organized
Detail-oriented
Professional and trustworthy
Comfortable discussing financial matters with clients
Proactive and resourceful
Able to balance customer service with business development objectives

Sales and Business Development Exposure
While this is not a dedicated sales role, the candidate should be comfortable:
Discussing firm services with prospective clients
Identifying client needs
Guiding prospects toward appropriate solutions
Converting qualified inquiries into booked appointments or strategy sessions
Communicating naturally without sounding overly scripted

Success Measures
Success in this role will be measured by:
Client satisfaction and responsiveness
Discovery call effectiveness
Timely client onboarding
CRM accuracy and organization
Reduction in outstanding client communications
Follow-up completion rates
Overall quality of customer service experience

Ideal Candidate Profile
A seasoned virtual assistant, client success coordinator, or administrative professional with accounting or tax industry experience who genuinely enjoys helping people, can confidently discuss basic tax and accounting matters, and excels at building strong client relationships while supporting business operations.