Manager, Client Specialist Team

About the position

As the Manager of the Client Specialist Team, you will lead and develop a team of 10 Client Specialists located in Mexico City and the United States. This role is essential for establishing and managing the Client Specialist function, which supports Core Accounts that spend up to $5,000 on tax workflow products. You will create and implement sustainable processes that drive value and impact for this client base while ensuring team efficiency and effectiveness.

Responsibilities

• Lead and manage a team of 10 Client Specialists across multiple locations (Mexico City and US), providing guidance, support, and performance management.
• Develop and implement strategies to establish the Client Specialist function, including defining workflows, best practices, and performance metrics.
• Create and maintain sustainable processes that maximize value and impact for the Core Account client base.
• Set and monitor team performance goals, ensuring alignment with department and company objectives.
• Collaborate with other departments to ensure seamless integration of the Client Specialist function within the broader organization.
• Analyze team performance data and client feedback to continuously improve processes and customer experience.
• Develop and implement training programs, in partnership with our TAP Internal Training team, to enhance the skills and knowledge of the Client Specialist team.
• Oversee the execution of campaign-based initiatives targeting Core Accounts.
• Manage resource allocation and workload distribution among team members to ensure optimal efficiency.
• Identify opportunities for automation and technology implementation to improve team productivity.
• Regularly report on team performance, challenges, and opportunities to senior management.
• Ensure compliance with company policies and industry regulations across all team activities.

Requirements

• Bachelor's degree in Business Administration, Management, or related field (or equivalent experience).
• 3-5 years of experience in customer service, account management, or related field in the tax and accounting software industry.
• 1-2 years of team lead or supervisory experience preferred, but not required for candidates demonstrating strong leadership potential.
• Proven track record of excellent performance in customer-facing roles and the ability to mentor others.
• Strong understanding of tax and accounting software solutions and industry trends.
• Demonstrated ability to develop and implement processes in a customer-centric environment.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Proficiency in CRM systems, data analysis tools, and Microsoft Office Suite.
• Self-motivated with a proactive approach to problem-solving and process improvement.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Experience working with or managing geographically dispersed teams is a plus.
• Bilingual in English and Spanish a plus but not required.

Nice-to-haves

• Bilingual in English and Spanish.

Benefits

• Tuition reimbursement
• Flexible vacation
• Two company-wide Mental Health Days Off
• Work from another location for up to a total of 8 weeks in a year
• Headspace app subscription
• Retirement and savings plans
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing
• LinkedIn Learning access
• Internal Talent Marketplace opportunities
• Networking opportunities through Ten Thousand Coffees
• Two paid volunteer days annually
• Environmental, Social and Governance (ESG) initiatives