Onboarding Specialist

Client Advisor

As a Client Advisor, you are the cornerstone of the client experience at 1-800Accountant. You serve as the client's primary point of contact and strategic guide throughout their journey, ensuring a high-touch, simplified experience while coordinating support across tax, bookkeeping, payroll, and advisory services. Clients rely on you for clarity, consistency, and timely service orchestration that empowers their success.

You will work within a pod of internal experts, helping clients unlock the full value of our services by facilitating appointments, tracking service progress, and resolving roadblocks. The Client Advisor ensures clients are never left guessing about their next steps and fosters trust by delivering consistent, proactive communication and support.

Success in this role will be measured by client milestone achievement, satisfaction scores, pod efficiency, and service progression metrics.

You will be the perfect fit for this role if you are proactive, client-centric, and naturally collaborative. You bring strong organizational skills, excellent communication, and a knack for simplifying complexity. You are energized by coordinating moving pieces and ensuring clients always feel heard, helped, and valued.

Responsibilities:

• Act as the Primary Point of Contact: Serve as the single, consistent contact for a portfolio of clients, guiding them through their full journey with 1-800Accountant and building trusted, long-term relationships.
• Coordinate Service Delivery Across Pods: Orchestrate work across bookkeeping, payroll, tax, and advisory teams to ensure seamless and timely delivery of services aligned with client needs and expectations.
• Monitor Progress and Milestones: Proactively track client milestones, usage, and service delivery to ensure progression through the client journey with clarity, efficiency, and high satisfaction.
• Anticipate Needs and Address Friction: Identify client risks, blockers, or confusion points early and advocate for quick resolution by collaborating with internal experts.
• Facilitate and Optimize Expert Engagements: Schedule and prepare internal expert appointments (e.g., CPA, bookkeeper) with the right context, documentation, and timing—maximizing client value and protecting expert time.
• Ensure Platform Engagement and Adoption: Guide clients in using the platform effectively, promoting adoption of tools and features that increase satisfaction, value, and retention.
• Understand Client Needs and Business Goals: Listen actively to understand each client's unique business, pain points, and goals; tailor support and solutions that deliver meaningful value.
• Manage Escalations and Offer Solutions: Handle escalated client concerns with empathy and precision, offering creative solutions and coordinating resolution with the appropriate internal teams.
• Surface Sales Opportunities: Recognize evolving client needs and connect them with additional services by routing qualified leads to the Business Needs Analyst (BNA) team.
• Drive Reporting and Data Integrity: Maintain accurate and timely records in Salesforce for client interactions, service progress, engagement health, and outcomes; support broader pod efficiency reporting and performance monitoring.
• Support Platform Training and Onboarding: Lead or assist in onboarding and platform training engagements, ensuring clients are set up for early success.
• Deliver Feedback and Insights Internally: Identify patterns or recurring issues impacting multiple clients, forecast emerging trends, and share actionable insights with internal teams such as Product, Operations, or Leadership.
• Meet Performance Metrics and KPIs: Consistently achieve or exceed targets related to client satisfaction, service delivery efficiency, milestone attainment, and retention.
• Other duties as assigned

Additional position details:

• Work Location: Remote
• No Weekends: Regular work schedule does not include weekends.
• Overtime Eligible: Overtime is eligible but must be pre-approved by the manager.
• Expectation of Increased Workload: Must be prepared for an increased workload during tax seasons and other peak periods.
• East Coast and West Coast hours are available.
• East Coast - 9:30AM EST - 6:30PM EST
• West Coast - 12:30PM EST - 9:30PM EST
• Equipment: The company does not provide equipment for this role. However, we utilize Venn, a secure technology solution that creates a protected workspace on your personal device. This allows you to safely use your own computer for work, ensuring company data remains secure while keeping your personal information completely private and separate.
• Employment Type: Full-time, non exempt

What you'll bring to the team:

Communication Skills:

• Exceptional verbal and written communication.
• Ability to frame technical or service-specific information in clear, client-friendly terms.
• Skilled at proactive follow-up, expectation setting, and consistent messaging.

Client-Centric Mindset:

• Strong interpersonal skills to build long-term, trusted relationships.
• Ability to listen deeply and respond with empathy, urgency, and clarity.
• Commitment to minimizing churn and maximizing the perceived value of services.

Service Coordination & Operational Skills:

• Organized and detail-oriented with the ability to track multiple service workflows.
• Capable of facilitating smooth handoffs and transitions across internal teams.
• Proficient in using business tools like CRMs (Salesforce experience is a plus).

Problem-Solving & Advocacy:

• Anticipates and removes client friction points before they escalate.
• Acts as the voice of the client internally, identifying trends and patterns.
• Focuses on resolution and continuous improvement of the client experience.

Time Management & Prioritization:

• Excellent time management and multitasking skills across service pods.
• Prioritizes clients and milestones in alignment with pod resources and business needs.

Technical & Product Fluency:

• Familiarity with the company's tools, services, and client workflows.
• Ability to educate clients on tool usage and maximize platform adoption.
• Comfort navigating and interpreting bookkeeping, tax, or payroll progress at a high level.

Sales Enablement & Opportunity Recognition:

• Ability to identify gaps in service or evolving client needs and communicate them effectively.
• Understands when to escalate to BNA or Advisory Services for additional support or solutions.

Requirements:

• Proven success in a client-facing or account management role.
• Experience coordinating services across multiple departments or specialties.
• Understanding of SaaS products, accounting, tax, payroll, or related services is a plus.
• Experience working in fast-paced SMB environments is strongly preferred.
• Salesforce or equivalent CRM experience preferred.
• Bachelor's degree is a plus.
• Interest in developing a career in tax, accounting, or financial services is highly valued.

Compensation: $24- $26/ hour

Benefits:

• Eligibility: Benefits begin the 1st of the month after 60 days of employment.
• Company-Paid Benefits: Basic Life Insurance and Long-Term Disability.
• Optional Benefits: Various medical, dental, vision, and disability insurance options through United Healthcare, as well as Short-Term Disability, Critical Illness, Accident Insurance, Flexible/Dependent Care Spending, Health Savings Accounts, and Pet Insurance.
• 401K: Available after 6 months of employment with a company match and vesting schedule.
• Paid Time Off (PTO): Varies for Non-Managers and Managers, along with paid sick time, bereavement leave, and paid company holidays.

Join the Team That's Revolutionizing Small Business Accounting

1-800Accountant is not your typical accounting firm. We pride ourselves on fostering work/life balance, offering unparalleled opportunities for internal growth, and embracing innovation. Our team enjoys flexibility, competitive compensation, and access to cutting-edge technology within a fully remote work environment for candidates in the following states: AL, AZ, CT, FL, GA, ID, IN, IA, MD, MN, NJ, NY, NC, OR, PA, TN, TX, UT, WA.

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