Customer Success Specialist

Roy Vinnik, CPAC - Rockville, MD

Full-time - Mid Level

Rockville, MD

About the position

The Customer Success Manager at Roy Vinnik, CPA LLC is responsible for ensuring that clients receive exceptional service and support. This role focuses on building and maintaining strong client relationships, understanding their accounting needs, and collaborating with internal teams to deliver effective solutions that enhance client satisfaction and retention.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Develop and maintain strong, long-lasting client relationships.
• Understand clients' accounting needs and objectives.
• Coordinate and manage the onboarding process for new clients.
• Provide training and support to clients on our accounting services and tools.
• Monitor client accounts to ensure timely and accurate service delivery.
• Identify opportunities for upselling additional services and solutions.
• Address and resolve client issues and concerns promptly.
• Liaise with internal teams to ensure client issues are resolved efficiently.
• Track and report on client success metrics and satisfaction levels.
• Conduct regular check-ins and reviews with clients to assess their satisfaction and identify areas for improvement.
• Work closely with sales, accounting, and support teams to ensure seamless service delivery.
• Provide feedback to internal teams to improve processes and client experiences.

Requirements

• Basic or minimal accounting knowledge is required.
• Proven experience in a customer success, account management, or client services role, preferably in the accounting or financial services industry.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong client relationships.
• Strong problem-solving skills and attention to detail.
• Proficiency in using accounting software and CRM systems.
• Ability to manage multiple clients and priorities effectively.