Client & Employee Success Specialist

16 hours ago

Marlboro, New Jersey, United States Vision Financial Group CPAS Full time

About Us

VFG Advisory LLC is not your typical accounting firm. For over 30 years, we've built our reputation on being trusted advisors to privately held businesses, high-net-worth individuals, and nonprofit organizations. We're more than just tax and audit professionals, we are strategic partners committed to helping clients grow, protect, and transition their wealth and business interests.

Our mission is simple: deliver exceptional accounting and advisory services with integrity, insight, and innovation. We believe in building long-term relationships grounded in trust and tailored solutions. As a firm, we foster a collaborative, inclusive environment where professionals can grow their careers while making a real impact both in our clients' lives and in our community.

We value initiative, transparency, and professional excellence. Whether guiding clients through complex tax strategies or mentoring the next generation of CPAs, we approach every challenge with a solutions-first mindset.

The Client & Employee Success Specialist plays a dual role in driving both client satisfaction and internal team success. Reporting to the COO, you'll act as the bridge between clients and VFG's professional staff, you'll ensure clients are matched to the right team members, workloads are balanced, and service standards remain exceptional. You'll monitor engagement health from both perspectives - client outcomes and employee bandwidth - to maintain harmony between quality service and sustainable work practices.

Key Responsibilities:

Onboarding and Engagement Coordination

  • Oversee client onboarding from signed engagement to first deliverable, including completely new client setups from A–Z.
  • Manage the preparation, review, and execution of new client budgets and engagement letters.
  • Assign clients to appropriate accounting teams based on expertise, workload, and client complexity.
  • Confirm engagement scopes and ensure clarity of deliverables with both client and staff.
  • Develop and maintain onboarding templates, client welcome kits, and scheduling calendars tailored to VFG's service lines.
  • Coordinate calendaring of client jobs, deadlines, and recurring deliverables across departments to ensure accountability and timeliness.

Client Relationship Management

  • Serve as the primary point of contact during onboarding and transition, ensuring a smooth hand-off to the assigned Accountant.
  • Schedule proactive client check-ins based on client tier (e.g., quarterly reviews for top clients).
  • Maintain client confidence through clear communication and consistent follow-up.
  • Monitor client satisfaction and escalate potential risks early.
  • Partner with leadership to identify and reduce future client losses or churn through proactive engagement and quality assurance.

Employee Success and Workload Management

  • Track active client assignments and ensure equitable workload distribution across staff.
  • Collaborate with team leads to identify overcapacity risks and reallocate as needed.
  • Monitor staff engagement, health, and productivity metrics to promote sustainable performance.
  • Support staff by providing visibility into upcoming projects, deadlines, and firm expectations.
  • Partner with management to ensure the right people are aligned to the right clients at the right time.

Operational Oversight and Issue Resolution

  • Address client concerns regarding service timelines, billing questions, or communication gaps.
  • Coordinate internal responses across accounting, tax, and advisory teams to ensure timely resolutions.
  • Identify recurring client or process challenges and recommend systemic improvements.
  • Compare time on engagements versus fees for fixed-fee jobs quarterly and annually, identifying margin risks or inefficiencies.

Systems, Reporting, and Continuous Improvement

  • Utilize CRM and workflow tools to track client assignments, workloads, and engagement progress.
  • Build dashboards or automated alerts for client health and employee workload balance.
  • Document repeatable processes to improve consistency and scalability.
  • Review budget vs. actual service delivery and ensure continued alignment.
  • Contribute to firmwide initiatives that enhance client experience, operational efficiency, and marketing visibility.
  • Provide assistance with advertising and marketing initiatives to promote client growth and brand awareness.

Required Qualifications

  • Minimum 3 years in a client-facing or operations role such as Customer Success, Account Management, or Practice Operations — ideally within a CPA firm or financial services organization.
  • Prior experience in a CPA firm is highly desirable; experience in a financial company or related professional services environment is strongly preferred.
  • Outstanding written and verbal communication skills with the ability to translate complex financial topics into accessible terms.
  • Strong organizational, analytical, and follow-through abilities — must be confident in managing multiple priorities with consistency.
  • Demonstrated aptitude with CRM systems; experience building automation workflows or reporting dashboards is a plus.

Preferred Experience

  • Knowledge of accounting, tax, or advisory service workflows.
  • Proven success improving client satisfaction, reducing churn, and enhancing team efficiency.
  • Experience assisting with client marketing, engagement campaigns, or operational communications.

Success Metrics

  • Clients experience consistent, proactive service and clear communication.
  • Workload balance across teams improves retention and reduces burnout.
  • Fewer escalations to leadership due to strong issue prevention and coordination.
  • Engagement profitability is tracked and optimized through regular fee-versus-time reviews.
  • Process improvements lead to measurable increases in client and employee satisfaction.

Why Join VFG Advisory LLC?

  • Competitive compensation
  • 401(k)
  • Industry-leading benefits package
  • Paid time off + Summer Fridays
  • Continuing professional education support
  • Positive, collaborative work environment
  • No required travel
  • On-site gym + wellness perks
  • Exposure to high-net-worth and complex clients
  • Clear growth opportunities within a full-service CPA & advisory firm

At VFG Advisory LLC, we value your expertise and welcome your perspective. We're growing, and there's a place here for you to grow too.

Salary commensurate with experience and qualifications.

VFG is an equal opportunity employer.

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