Client Engagement Specialist

The VCFO Department of one of the fastest-growing accounting firms in the country is seeking a Client Engagement Specialist who is motivated to learn, excited to collaborate and passionate about delivering outstanding results. This individual will have a direct impact on our firm’s mission of serving as a catalyst for those striving to achieve their highest potential.  

In this role, you will drive the client engagement efforts of the VCFO Team with an emphasis on the client onboarding experience, process improvement, and workflow optimization. You will manage the client experience by communicating consistently and professionally regarding the timeline for client deliverables and deadlines as well as holding the individual members of client service delivery teams accountable to their respective responsibilities. You will also serve as a point of escalation for both client issues and internal problems that need resolution from the appropriate party. The ideal candidate will be excited about working in client service with direct contact with partners, team members, and clients on an elevated level and regarding important matters. Candidates must be interested in being part of the client experience and have excellent verbal and written communication skills and organizational skills.

What You'll Do:

• Execute customized success plans to ensure achievement of business objectives. This includes things like the project management of client onboarding, offboarding, staff changes, service changes, and client issue resolution
• Act as a liaison between all stakeholders to convey information, provide clarity, and ensure that certain tasks are completed in an accurate, timely manner
• Maintain records of client interactions, account information, and documents in appropriate systems (such as a master client log)
• Provide prompt and friendly service to all external and internal clients
• Work closely with partners, management, and individual team members to develop or improve process documentation that supports client satisfaction and excellence
• Handle inquiries, listens to feedback, provides appropriate information and progress reports, and follows up to ensure resolution
• Identify opportunities to improve service, work processes, and efficiencies
• Actively support teamwork throughout the department and the firm
• Lead and coordinate the client onboarding experience in collaboration with the VCFO team, including:
  • Coordinating and facilitating kickoff meetings
  • Preparing onboarding materials and agendas
  • Managing onboarding timelines and task tracking
  • Setting up new clients within ClickUp and other internal systems
  • Supporting onboarding facilitation to ensure a seamless transition from sales to delivery
• Travel up to two times per year to attend team retreats
• Draft, revise, and manage Statements of Work (SOWs) and related engagement documentation to ensure alignment between client expectations and service delivery

What We're Looking For:

• Robust technical skills and ability to adapt to technology 
• Ability to think strategically and identify and implement solutions
• Highly motivated to help the firm innovate and automate processes
• Excellent interpersonal, written, and verbal communication skills and be able to communicate with a diverse group of individuals professionally and appropriately
• Positive outlook with an initiative-taking nature and a high degree of professionalism
• Ability to work independently with minimal supervision within a comprehensive client service team environment
• Highly organized with a growth mindset driven by finding solutions for clients
• Ability to maintain confidentiality
• Ability to work in fast paced environment and manage multiple timelines, deliverables, and projects simultaneously 
• Excellent time management skills that lead to the successful completion of work and facilitation of completed work, on time
• Capacity to quickly learn and understand new procedures, workflows, and software applications
• Demonstrate strong client service skills with a solution-oriented mindset focused on delivering exceptional client experiences and proactively addressing client needs
• Access to reliable, high-speed internet to support consistent virtual client engagement and internal collaboration
• Dedicated, professional home office environment that supports confidentiality, productivity, and minimal disruptions during client and team interactions
• Ability to work independently in a distraction-free environment while maintaining responsiveness and high service standards
• Anders operates on Central Standard Time (CST) as the official time zone for all firmwide operations, meetings, and communications. Remote employees working in other time zones are expected to align their schedules to meet the needs of the firm and its clients

Your Qualifications:

• Bachelor’s degree preferred
• 3+ years of client-facing customer service experience or equivalent
• General knowledge of business systems, processes, metrics, and reporting
• Experience with Microsoft Office products (Outlook, Excel, Word) 
• Experience with task management and project tracking tools
• General knowledge of accounting and ClickUp experience preferred

Please note, the VCFO Department has a bonus program that will be discussed during an initial interview.