Client Success & Operations Associate

The Client Experience & Operations Coordinator plays a key role in ensuring the smooth daily operations of the firm while delivering an exceptional client experience at every touchpoint. This position combines front desk leadership, advanced administrative support, and operational coordination with strong technical skills across Microsoft 365 and firm systems. This role is ideal for a client-driven professional with the capability to manage complex administrative workflows and support operational efficiency.

Essential functions:
• Serve as the primary point of contact for clients—greeting, guiding, and supporting them with professionalism and accuracy. 
• Manage inbound calls and emails, ensuring clients receive timely and clear communication. 
• Assist clients with document submission, secure delivery, and technology-assisted service workflows. 
• Proactively identify ways to enhance the client experience and maintain a client-first environment. 
• Maintain a professional, organized, and welcoming office environment. 
• Coordinate mail, packages, tax return pickups, and client materials. 
• Support daily operational processes such as engagement letters, onboarding packages, and task routing. 
• Prepare, edit, and format documents using Word, Excel, Outlook, SharePoint, and Teams. 
• Assist with data entry, reporting, client updates, checklists, and tracking tools. 
• Maintain electronic file structures and ensure consistency across firm systems. 
• Collaborate on process improvements to streamline workflows. 
• Support firm technology tools and assist with basic troubleshooting. 
• Assist with basic accounting support tasks such as data collection and spreadsheet updates. 
• Learn firm-specific systems including Aiwyn, and SafeSend.

Required Skills and Abilities:
• Excellent written and verbal communication skills with a strong client‑service mindset.
• Strong organizational ability with exceptional attention to detail, accuracy, and follow‑through.
• Ability to operate independently as a self‑starter with minimal supervision while managing competing deadlines.
• Strong skills across all Microsoft 365 applications (Outlook, Word, Teams, SharePoint, OneDrive, Forms, Lists), with demonstrated experience creating, editing, and managing structured documents and workflows.
• High technical aptitude and ability to quickly learn and support platforms such as Aiwyn, SafeSend, CRM tools, client portals, and workflow systems.
• Ability to analyze data, identify patterns, troubleshoot issues, and proactively recommend workflow improvements.
• Demonstrated problem‑solving ability in fast‑paced or multi‑location environments.
• Demonstrates strong professionalism by maintaining appropriate boundaries, exercising good judgment before interjecting, and upholding strict confidentiality in all client and internal matters.

Required education and experience
• Associate degree in Business Administration, Office Management, Communications, Accounting, or a related field (or equivalent experience).
• 3–5 years of professional experience in client services, operations, administrative management, or professional services.
• Demonstrated experience working in a role that required independent judgment, initiative, and proactive problem solving.
• Demonstrated experience using MS products such as Word, Excel, Outlook, Teams, and Power Point proficiently.
• Experience working with Microsoft 365 environments and cloud‑based platforms.

Preferred education and experience
• Bachelor’s degree required, preferably in Business Administration, Operations Management, Accounting, Information Systems, Data Analytics, or a related field.
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP/XLOOKUP, formulas, data validation, and conditional logic. 
• 5+ years of progressive experience in operations, client services, or administrative roles within a professional services firm.
• Power BI or other reporting/visualization tools CRM systems or client‑experience platforms (e.g., Aiwyn) 
• Secure document workflows such as SafeSend Automation tools (Power Automate, Zapier, workflow routing systems)
• Experience developing SOPs, improving processes, or contributing to continuous‑improvement initiatives.