Job Description

Job Title : Client Relations Coordinator

Location : On-site; office located in Midtown Manhattan

Status : Full Time, Employee

Salary : Commensurate with experience

Experience : Minimum of three to five years of relevant experience in a related role and professional office setting

Presti & Naegele is a mid-size accounting firm with a diverse client base seeking a motivated Client Relations Coordinator. We believe in investing time in our professionals, and pride ourselves on an environment where our people can build their technical skills as well as develop strong connections and meaningful relationships. With our smaller client service teams and an excellent partner-to-associate ratio, you will have the opportunity to stand out and make a distinct impact. You will be part of an environment where your work is noticed by your peers, partners, and clients.

What we are Looking for:

• We’re looking for a proactive and strategic Client Relations Coordinator to support the Client Relations Manager with a wide range of client service and administrative responsibilities
• This onsite NYC position plays a key role in end-to-end project management of firm initiatives and directing client communications
• The team member will partner with the management committee, the marketing team, and other members of firm leadership to drive organizational results through understanding client pain points, conducting industry research, and formulating/executing initiatives to achieve key measurable project-based goals
• This role serves as the go-to contact for billing inquiries, providing prompt, professional support that strengthens client and tax partner/manager relationships
• The ideal candidate will be mature, professional, self-assured, presentable, humble, and confident
• This is a great opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and can work well with teams across the firm

What You’ll Do/Areas of Responsibility:

• Heavy focus on client service including but not limited to:
• Manage the Billing Email inbox and Portal Help email inbox to handle requests both internally and externally from clients
• Address Client AR & Billing escalations both via email and over the phone
• Track/trend requests or complaints for continual improvement
• Field client portal assistance requests from clients both email and over the phone; assisting clients with password reset issues and login issues
• Accounts Receivable - Direct/Indirect Client Facing:
• Spearhead the outbound facing calls to clients as well as participate in the AR meetings with Partners and Managers
• Support client billing and collections by communicating payment status and assisting with payment plans when needed. Update documentation/tracker as required.
• Assist with other client development or business development initiatives and projects as the need arises from inception through delivery
• Contribute to maintenance of existing client information:
• Run reportings of client database to ensure all client information is complete across CCH axcess and other programs
• Understands and responds to inquiries and requests made by clients, accountants, and support staff
• Make client profile changes for existing clients, such as email address, mailing & billing info, etc…, as requested by clients
• Oversee, maintain, and ensure completion of all entries in the internal client control sheet to help track pertinent information such as quoted fees and referral partners
• Client Retention Engagement and Programs:
• Identify our client base and target them through our marketing and networking.
• Help identify opportunities to improve the client experience and stream workflow processes such as Case studies, testimonials and Referral programs
• Partner with Management committees and other departments to execute various email blasts with important tax updates, client news, etc… as needed.
• Run and monitor various reports to track customer retention, development, and production
• Develop program to identify and track touches by Accountants across Client Base
• Work to get all info in Salesforce up to date & uploaded
• Client satisfaction Surveys/ VOC – create presentation to present to leadership/ the rest of the firm
• Spearhead post tax season outreach initiatives with clients
• Use Salesforce to track client engagement, identify at-risk accounts, and take proactive steps to address concerns before the client moves in a different direction
• Identify our clients with high growth potential for add-on services
• Lead the firm’s annual ‘Voice of the Customer’ initiative

Skills & Qualifications:

• A College degree and/or equivalent work experience
• A minimum of three to five years in a relevant position
• This role requires you to be on-site at NYC location in midtown Manhattan
• Be able to effectively communicate and collaborate and work with team members that are both remote and in-office
• Comfort interacting with individuals of all levels
• A mindset that focuses on continuous improvement/process streamlining to help create and maintain successful workflows and processes
• Excellent customer service skills and flexibility to bring desired results
• Excellent communication skills
• Ability to thrive in a collaborative, team environment
• An energetic self-starter with an entrepreneurial mindset who can learn quickly and actively seeks out new business opportunities
• Openness to being mentored and receiving constructive feedback
• Must have Microsoft Office application experience including Outlook, Teams, Excel, PowerPoint, and Word. Microsoft PowerBI experience a plus

Job Tags

Similar Jobs