Client Advocate, Cynch AI, CA, US

Aardvark Tax Advisors, LLC, is the fast-growing accounting practice of Cynch AI, with offices located in the SF Bay Area. We are dedicated to providing superior tax preparation, accounting, and advisory services to a diverse range of clients by embracing innovative technology. With a commitment to professionalism, reliability, and continuous improvement, we are seeking experienced Client Advocates to be a part of our dynamic Client Success (CS) team and help deliver the exceptional client service we strive to provide. If you are passionate about making a difference in the financial well-being of individuals and businesses, we would love to hear from you.

Job Description:

As a Client Advocate you will serve as an escalated point of contact between our clients and the firm. Your role is to ensure that clients receive exceptional service, their concerns are addressed in a timely manner, and they feel confident in and supported throughout their engagement with us. This includes guiding clients through the accounting and tax preparation process, advocating for their needs within the firm, and ensuring their satisfaction by fostering long-term relationships.

Key Responsibilities

• Client Relationship Management:
• Serve as a liaison between the firm and its clients. Maintain ongoing communication (e.g., onboarding, addressing escalated inquiries or complaints, monitoring retention/satisfaction), while managing expectations.
• Facilitate the client onboarding process by explaining the firm’s services, collecting necessary documentation, and setting up initial meetings.
• Ensure clients understand the scope of work, timelines, and deliverables.
• Monitor and manage assigned client list. Ensure tickets in Intake and Delivery pipelines are moving at the appropriate pace to meet the needs of the firm.
• Resolve Level 1 escalated issues from Front Desk Administrative Assistants and/or Document Specialists.
• Build strong relationships with clients by understanding their needs, providing personalized service, and anticipating future needs. Conduct regular check-ins with clients to assess satisfaction, address ongoing needs, and identify opportunities for additional services. Execute client feedback surveys as part of Delivery.
• Act as the clients’ voice within the firm, ensuring their concerns and feedback are communicated to the appropriate teams.
• Client Support & Service Delivery:
• Communicate and coordinate with accounting, tax, and consulting teams to resolve client issues or inquiries in a timely manner. Work with Tax professionals and, when requested, explain accounting or tax concepts in a simple and clear manner to clients.
• Ensure that clients receive regular updates on their projects, tax returns, or financial statements, and proactively follow up on deadlines.
• Manage Delivery pipeline, including generating Tax invoices, accepting/processing payments and assembling returns.
• Delegate tasks as appropriate to Senior Document Specialist, Document Specialists or Front Desk Administrative Assistants.
• Problem Solving & Conflict Resolution:
• Address client complaints or disputes in a professional and timely manner, aiming to resolve the issue and retain the client’s business.
• Identify potential issues in client service delivery and develop solutions to prevent or resolve them.
• Work with Senior Client Advocate and CS Leader to improve processes and troubleshoot areas in need.
• Mentoring, Staff Support & Development:
• Act as office point of contact for onsite CS team members (e.g, Document Specialists and other seasonal employees). Help train and develop Front Desk Administrative Assistants.
• Provide support/coverage for other CAs or CS team members during absences or as needed.
• Other:
• Act as Administrative Manager for assigned office (e.g., Pleasanton, Cupertino, Salem, or Soquel).
• Work closely with the CS Leader on escalated facilities or site-specific office issues not addressed by Front Desk Administrative Assistants.
• Participate in internal training sessions.
• Other projects as assigned by CS or Tax Leaders.