Client Experience Associate

SPM & Co · A Position Profile — not a job description

Front line of the experience.

We exist to elevate entrepreneurs. Through forward-focused partnership we sharpen their decisions, clarify their direction, and help them build businesses that create freedom and a bigger future — the way the entrepreneurial journey was meant to feel. At our core, we're a professional services firm, and we match that professionalism and technical craft with unexpected customer service. That's where you come in — on the front line, delivering it to every client.

What we do

We're a forward-focused business and tax advisory firm. We work with entrepreneurs and business owners as a true, partner — seeking transformational results that expand well beyond transactional services; helping them see what actually drives their business, keep more of what they earn, and build something that grows in value.

Of everything we do, the experience we create is what we care about most, and the critical component of that is how we make our clients feel — heard and understood, connected and confident — with a partner by their side.

Why this seat exists

Clients don't remember every deadline we hit — they remember how we made them feel. That's our edge, and delivering it is your job.

You're part of a close-knit team focused on a dedicated group of clients — a specific, growing group you'll come to know by name. The firm owns every client relationship, and you sit at the center of it: within your team, the Senior Accountant carries the technical work, and you carry the experience — responsive, polished, and genuinely personal. The coordination and the details are where that experience is won; handled with judgment and pride, they're what turn strong work into a relationship a client never wants to leave.

Your customer is the client. Everything you do points at how they feel.

What you'll own — outcomes, not tasks

• Clients feel looked after. Every client feels heard, understood, and confident that someone's got them — start to finish.
• No one's left wondering. Clients hear from us before they have to chase — proactive and responsive, so nothing feels like a black box.
• The experience runs smooth. Onboarding, scheduling, documents, information — handled so cleanly the client barely notices the machinery. It all points at one thing: how the experience feels.
• Problems become win-wins. When something's off, you find the fix that works for the client and the firm — and they come away feeling more taken care of, not less.

Who thrives here — a mirror, not a wish list

This is an entrepreneurial seat, not a corporate one:

• You genuinely enjoy taking care of people — warmth is natural to you, and customer service is something you're good at and thrive doing.
• You're organized — you keep a lot of moving pieces straight without losing the personal touch.
• You work hard — you're not looking for an easy seat, and it shows.
• You can move people to action — warmly and without pressure, you get them to the next step.
• You keep the firm and client aligned — you guide the relationship toward what genuinely serves both, and you hold the firm's side with a company-first mindset.
• You bring social intelligence and emotional insight — you know your client, read the room, and apply context and discretion. You elevate every interaction the way a great server elevates an evening: present, attuned, and discreet.
• You have a servant's heart — the satisfaction is in making someone else's day easier.

What we run on

Five values. Not a poster — it's how we hire, coach, and work together towards success:

— The experience is the #1 thing.

— How we do anything is how we do everything.

— Grow or die.

— Lead with ownership — own the outcome.

— Build what matters.

Full-time, on Cape Cod. After an in-office training period, it's a hybrid schedule — in the office Monday through Thursday; remote Friday. Being in the room with the team, and reachable for clients, is part of how the experience gets delivered.

If you read this and felt the pull, we’d like to hear from you.

Send your résumé and tell us why — a few real sentences about a time you turned a stressed or frustrated person into someone who felt genuinely taken care of.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Work Location: In person

Salary : $55,000 - $65,000