Client Experience Manager

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We are seeking a highly motivated and client-centric Client Experience Manager to join our growing accounting and advisory firm. This role is instrumental in fostering strong client relationships, ensuring seamless service delivery, and driving initiatives that enhance overall client satisfaction and loyalty. The ideal candidate will serve as a strategic liaison between clients, partners, and internal teams—advocating for the client while maintaining operational excellence across engagements.

Key Responsibilities

• Serve as the primary point of contact for key clients, ensuring consistent and professional communication.
• Monitor client satisfaction through structured feedback mechanisms and regular engagement.
• Collaborate with accounting, tax, and advisory teams to ensure timely and high-quality service delivery.
• Address and resolve client concerns efficiently, coordinating with relevant stakeholders.
• Develop and implement client service protocols aligned with the firm’s values of trust, quality, and innovation.
• Lead initiatives to enhance the client experience across all touchpoints—from onboarding to long-term relationship management.
• Organize client appreciation events, webinars, and networking opportunities.
• Support business development efforts through proposal creation, pitch decks, and client presentations.
• Assist in marketing activities including newsletters, client communications, and thought leadership campaigns.
• Contribute to case studies and testimonials that highlight successful client outcomes.

Qualifications

• Bachelor’s degree in Business, Communications, Accounting, or a related field (Master’s or CPA preferred).
• Minimum of 5 years’ experience in client management, account management, or professional services.
• Prior experience in a law firm or accounting firm is strongly preferred.
• Strong understanding of accounting, tax, or advisory services.
• Excellent interpersonal and communication skills with a client-first mindset.
• Proven ability to manage multiple priorities in a dynamic, fast-paced environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and project management tools is advantageous.

About SWBA: