Tax Account Manager

4 weeks ago

Coppell, Texas, United States OneSource Virtual Full time
Tax Account Manager Job Description

At OneSource Virtual, we are seeking a highly skilled Tax Account Manager to join our team. As a Tax Account Manager, you will be responsible for customer engagement regarding the Tax operation and services, allowing customer teams and Tax Operations to focus on service delivery commitments.

The ideal candidate will have a strong understanding of the OSV tax business and the customers' tax business, enabling them to optimize the delivery of tax services. They will take a strategic and proactive approach with customer plans, closely interacting with the Payroll and Garnishment customer contacts to deliver a holistic operational view.

The Tax Account Manager will be empowered to drive health plans and escalations across the customer and tax operations teams. They will enhance and maintain customer relationships via regular engagement, leading customer analytic review, ROI attainment, and roadmap planning.

Key Responsibilities:

  • Serve as an operations customer advocate and liaison throughout the OSV organization as needed for customer changes.
  • Form relationships with the SDM, CSM, and Account Executive teams in building an understanding of customer requirements and business drivers.
  • Serve as the tax primary point of contact for customer resources and ensure effective communication and hand-offs occur within service delivery support teams.
  • Prepare recurring operations reports for customers and narrate strategic value/ROI of OSV services in addition to basic service delivery metrics, KPIs, and SLAs.
  • Communicate change to services, technology platforms, and products to assigned customers.
  • Partner with Customer Teams, Product, and R&D to bring forth people, process, and technology enhancement ideas and assist with associated deployment.
  • Support customer renewal and reference programs.
  • Manage customer tax account escalations and resolve complex customer problems.
  • Act as the tax account subject matter expert for assigned customers and demonstrate knowledge of OSV services and processes to advise customers on tax best practices.
  • Perform ongoing gap analyses and identify solutions to ensure OSV delivers quality services.
  • Proactively lead roadmap planning to ensure year-end and quarter-end processing is managed effectively.

Requirements:

  • Excellent project management, documentation, and communication skills.
  • Customer service-oriented.
  • Extensive experience in managing customer relationships with confidence and presence to deal with customers and executives (both internal and customer-facing).
  • Highly analytical in problem-solving with the ability to partner across OSV to achieve customer satisfaction via innovation, customer-centric process, and consistent service delivery quality.
  • Ability to use Workday and OSV Service knowledge to provide best practice recommendations to customers.
  • Maintain a sound knowledge and understanding of current methodologies, technologies, services, and tools.
  • Bachelor's Degree or equivalent experience.
  • ~4+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role.
  • ~Functional knowledge of human resources outsourcing with emphasis on tax.
  • ~Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio).

We are an equal opportunities employer and welcome applications from all qualified candidates.

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