Client Experience Specialist

Why Choose RKL?RKL offers a comprehensive benefits package as well as an ability to work with your day to day life. This includes: Hybrid working environmentFull medical, dental, and vision coverageCommitment to work life balanceInvestment and complete buy-in to your career progress, through trainings, mentorships and advancementCertification reimbursement401(k) matchWho We Are and What We DoWe are RKL, a leading advisory firm that helps organizations and their leaders take on everyday challenges and opportunities while preparing them for whatever comes next in their business.

RKL aspires to be a collaborative organization working for the collective success and benefit of one another, our clients and our communities. About the PositionThe Client Experience Specialist is an instrumental member of the Client Success team, serving as an advocate for our clients throughout their lifecycle with RKL. The role includes onboarding and offboarding clients, providing proactive support, ensuring client satisfaction, completing client health check-ins, promoting client retention and growth.

ResponsibilitiesDevelop client relationships through personalized contact, understanding client needs and ability to communicate solutions and values of services offered by the firmPartner with internal teams to address client concerns, and ensure timely resolutionLead and document client health check-insImplement strategies and processes that deliver consistent client satisfaction and retentionDevelopment of proficiency in new technologies relevant to areas of expertisePartner with client success team to establish consistent onboarding and offboarding practicesAdvocates for solutions, enhancements, and other actions to meet clients’ needsIdentify at-risk clients and opportunities for client growthIdentify and implement opportunities for efficiencies and proactive engagement managementContribute to initiatives aimed at improving internal team performance, specifically where the team can enhance resultsPrepare and collaborate on client presentations, attend in-person client meetings and/or conferences as neededPrepare client deliverables using various report styles and data visualization toolsLeverage expertise in proactively identifying client needs, alleviate bottlenecks and facilitate successful outcomesDemonstrate effective time management and prioritization skills by effectively managing personal schedule with focus on meeting client-related deadlinesAbility to maintain productivity and composure under pressure while adhering to fluctuating deadlinesPromote cross-functional collaborationPlan resources and establish timelines based on project type or needUtilize technology to enhance efficiency and collaboration within the team and with clientsPerform administrative tasks such as contacting clients to arrange meetings, coordinating with client engagement teams, drafting correspondence to clients, reviewing client survey results, and communicating with partner in charge (PIC), pulling relevant data for analysis and preparing reportsAny other duties as needed to drive the vision, fulfill the mission, and abide by the values of the firmThis role requires a high school diploma or equivalent as a minimum qualification, with a Bachelor’s degree in Communications, Marketing, Business Management, or a related discipline being highly desirable.

Preferred candidates will have over 5 years of experience in account or project management and a proven background in client service positions. If you are passionate about the work you do and want to join an amazing team that will invest in your future, we want you here! For more information regarding our open position and the services we provide, visit our website at https: //www. rklcpa. com/careers/. RKL is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.