Client Success Consultant

Description

Position Overview: 

We are seeking a motivated, customer service-driven professional to serve as the primary point of contact for a portfolio of residential property tax clients. This role is primarily phone and email based, focused on delivering exceptional client service, maintaining accurate account information, and ensuring clients are supported throughout the property tax appeal process.

The ideal candidate brings strong communication skills, a customer-first mindset, and the ability to manage a high volume of client accounts efficiently.

Key Responsibilities:

Client Communication & Relationship Management

• Serve as the primary point of contact for property tax clients via phone and email.
• Make proactive outbound calls to clients to provide updates, gather information, and ensure satisfaction throughout the appeal process.
• Respond to inbound client inquiries in a timely, professional, and empathetic manner.
• Maintain consistent client communication through routine account touches and timely updates on hearing progress.
• Encourage client referrals, testimonials, and favorable Google reviews.

Portfolio & Account Management

• Manage a portfolio of client accounts, ensuring all necessary documents (Authorization Forms, Client Services Agreements, etc.) are collected and maintained.
• Add and onboard new accounts into existing client portfolios.
• Maintain accurate and confidential client records within the company's CRM and account management systems.
• Provide clients with timely updates on hearing status, account activity, and next steps.

Client Services & Retention

• Handle and resolve client service inquiries, concerns, or escalations promptly to minimize risk and maintain client trust.
• Educate clients on property tax services, the appeal process, and available resources in a clear, easy-to-understand manner.
• Support retention efforts by delivering consistent, high-quality service touchpoints throughout the client lifecycle.

Cross-Functional Collaboration

• Coordinate with the agent team to support smooth client onboarding and account transitions.
• Communicate client feedback and trends to leadership to support continuous service improvement.
• Assist with other duties and strategic initiatives as assigned.

Requirements

• Proven experience in client relationship management, account management, or consulting with high-value clients.
• Strong interpersonal skills with the ability to establish trust and rapport quickly.
• Excellent organizational skills and attention to detail.
• Strong communication skills (both written and verbal), with experience handling client-facing presentations or consultations.
• Ability to travel as needed, including out-of-state, to meet client demands.
• Background in property tax consulting, real estate, or financial analysis is a plus (training provided).

Preferred Skills (Not Required):

• Knowledge of property valuation methodologies (income approach, cost approach, etc.).
• Experience with CRM platforms, client portals, or similar account management tools.
• Strong problem-solving and conflict resolution abilities.