Client Success Coordinator

Job Purpose:

The Client Success Coordinator Tier 2 role is a client-facing role that builds upon foundational communication, coordination, and service skills to include proactive account management and client relationship oversight. This role involves nurturing long-term relationships, managing key client accounts, and collaborating with internal departments to ensure clients receive maximum value from our services. The CSC 2 acts as a strategic partner to clients and a key liaison across departments to support high-touch service and retention.

Key Responsibilities:

Client Communication & Relationship Management

• Serve as the dedicated account manager for an assigned portfolio of clients, ensuring consistent, professional communication and follow-up.
• Proactively engage clients to identify needs, provide updates, and offer service recommendations aligned with their goals.
• Handle escalated client issues or complex inquiries, ensuring timely resolution and clear communication throughout.
• Maintain regular check-ins and relationship-building communications to ensure ongoing satisfaction and client retention.

Client Coordination & Strategic Oversight

• Lead client onboarding and success planning, ensuring a seamless transition from sales and setting expectations.
• Work cross-functionally to develop tailored solutions by coordinating with specialized departments (e.g., legal, finance, entity formation).
• Track client milestones and timelines, ensuring deliverables are met and communicated effectively.

Account Performance & Insights

• Monitor client usage, feedback, and service outcomes to identify upsell, cross-sell, and renewal opportunities.
• Analyze account activity and prepare performance summaries to provide insights and suggest improvements.
• Contribute to client satisfaction and retention metrics through proactive service and relationship building.

Knowledge Development & Advisory Support

• Maintain a working knowledge of services related to asset protection, business structures, entity formation, estate planning, and capital development.
• Provide clients with general guidance on service areas and connect them with internal experts as needed.
• Attend regular training and contribute to the creation and improvement of client education materials.

Process Improvement & Strategic Contribution

• Identify and propose improvements to client engagement workflows, communication tools, and knowledge-sharing processes.
• Provide feedback to leadership and support the implementation of new strategies or tools to enhance client satisfaction and team performance.

Administrative & Team Support

• Assist in training and mentoring Level 1 team members.
• Support internal reporting, documentation, and CRM data management related to client accounts.
• Perform other duties as assigned to support the team’s objectives and organizational growth.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.
• Addresses minor ethical issues independently.
• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for the outcomes of projects.
• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.
• Handles more complex customer inquiries and complaints.
• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.
• Balances multiple tasks and projects effectively.
• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.
• Tailors messages to the audience and situation.
• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.
• Builds positive relationships with team members.
• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.
• Manages own workload and sets personal goals.
• Pursues continuous learning and development.

Required Qualifications:

• 3 years of professional-level experience in client success, account management, or a customer-facing role, preferably within professional services, financial services, or a consulting environment.
• Proven ability to manage client relationships independently, including resolving complex issues and proactively driving client satisfaction and retention.
• Demonstrated experience with account oversight or portfolio management, including tracking client progress, coordinating services, and contributing to renewals or upsells.
• Strong proficiency with CRM platforms, communication tools, and workflow management systems (e.g., Salesforce, HubSpot, Slack, project management software).
• Exceptional written and verbal communication skills, with the ability to tailor messages to different audiences and lead client-facing discussions.
• Excellent time management and organizational abilities, including the ability to manage multiple client accounts, deadlines, and internal coordination without direct supervision.
• High degree of accuracy, professionalism, and attention to detail, particularly when handling sensitive client information or coordinating across departments.
• Demonstrated initiative and self-motivation, with a track record of identifying and implementing process improvements.
• Strong interpersonal skills, with the ability to establish trust, build long-term client relationships, and collaborate effectively with internal teams.
• Comfortable working in a fast-paced, dynamic environment that requires adaptability and strong problem-solving skills.
• Commitment to continuous learning and professional development, particularly in the areas of business services such as asset protection, entity formation, and estate planning.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or a related field; advanced coursework in client success, account management, or customer experience is a plus.
• 3–5 years of client-facing experience, with at least 2 years in a client success, account management, or professional services coordination role.
• Completion of relevant certifications in areas such as Client Success Management, Account Management, Customer Experience (e.g., SuccessHACKER, HubSpot Academy, or similar).
• Experience supporting or managing clients in industries such as financial services, legal services, consulting, or business development.
• Familiarity with business services concepts, including asset protection, entity formation, estate planning, or capital development.
• Proven track record of contributing to client retention, satisfaction, and revenue growth through high-touch relationship management.
• Experience participating in cross-functional initiatives aimed at improving client experience, communication workflows, or operational processes.

Performance Metrics:

Client Satisfaction & Retention

• Measured by client feedback, satisfaction surveys, Net Promoter Scores (NPS), and overall client sentiment.
• Includes qualitative feedback from high-touch clients and retention rates of assigned accounts.
• Positive outcomes from client reviews, renewal conversations, or escalation resolution.

Account Performance & Strategic Impact

• Portfolio health, including client engagement levels, progress toward service milestones, and adherence to success plans.
• Identification and facilitation of upsell/cross-sell opportunities or referrals.
• Contribution to improved client outcomes through strategic oversight and problem-solving.

Efficiency & Service Delivery

• Timely execution of account coordination, onboarding, and follow-up activities.
• Meeting internal KPIs for task completion, response times, and service timelines.
• Ability to manage multiple client accounts without service delays or communication breakdowns.

Communication & Collaboration

• Responsiveness to client and internal communication with a target reply window (e.g., within 24 hours).
• Effectiveness in leading client meetings, coordinating cross-functional efforts, and documenting communications in CRM tools.
• Active participation in team and department initiatives; contributes to a collaborative environment.

Knowledge Leadership & Professional Growth

• Demonstrated subject-matter understanding in areas such as asset protection, entity formation, estate planning, and related services.
• Contributions to internal knowledge sharing (e.g., documentation, training materials, or mentoring).
• Ongoing certifications, courses, or workshops completed that enhance client advisory capabilities.

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 6 years in a row!

Anderson Business Advisors is an award-winning workplace - voted Top Places to Work for 6 consecutive years by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment.