Ready to Lead Exceptional Client Experiences? Join Tax Samaritan!

Are you driven by the pursuit of client excellence and seamless processes? Do you thrive on optimizing systems, integrating teams, and delivering measurable results? Tax Samaritan is searching for a Client Excellence Manager to elevate client satisfaction by aligning innovative processes with world-class service delivery.

About Us:

Tax Samaritan is a leading U.S. expat tax preparation and advisory firm dedicated to simplifying tax complexities for clients worldwide. Guided by our core values, we are committed to integrity, excellence, and empathy in all client interactions.

What You’ll Do:

  • Lead the client experience journey, ensuring seamless service delivery.
  • Collaborate with teams to optimize workflows and exceed client expectations.
  • Combines Lean Six Sigma expertise with a focus on achieving client excellence. Reflects Lean principles by focusing on maximizing client value and reducing inefficiencies. Highlights expertise in transforming operations to deliver exceptional and frictionless client experiences.
  • Coach and mentor staff to uphold service excellence.
  • Analyze client feedback to continually refine our service model.

What You Bring:

  • Proven experience in client service or operational management roles.
  • Lean Six Sigma Black Belt certification (or equivalent expertise) preferred.
  • A proactive mindset with a knack for problem-solving.
  • Strong communication and leadership skills.
  • Commitment to fostering trust and delivering on promises.

Why Join Us?

  • A fully remote, flexible work environment. Freedom to work from anywhere, whenever you want.

Opportunities for professional growth and leadership development. A culture that values your input and celebrates your successes.

Position Summary

The Customer Delivery Manager will lead the client service experience at Tax Samaritan. This role ensures clients receive unparalleled communication, seamless service delivery, and exceptional care aligned with our commitment to proactive and personalized tax solutions for U.S. expats.

Key Responsibilities

Client Relationship Management

  • Foster and maintain strong client relationships through regular, proactive communication.
  • Serve as a central contact for client concerns and feedback, ensuring world-class client satisfaction.
  • Monitor and uphold service standards to exceed client expectations.

Team Leadership and Collaboration

  • Delegate effectively, ensuring timely and high-quality task completion by the team.
  • Coach and mentor team members to enhance their skills, focusing on communication, organization, and service delivery.
  • Oversee onboarding processes, ensuring a seamless and welcoming client experience.

Operational Oversight

  • Develop and refine workflows for enhanced efficiency in service delivery.
  • Collaborate with the Head of Operations and Client Manager on resource planning and workload management.
  • Act as a liaison between departments to streamline communication and service outcomes.

Performance Metrics

  • Monitor and report on client retention, satisfaction, and service delivery metrics to leadership.
  • Identify and implement strategies to minimize client churn and optimize service levels.

Qualifications, Skills, and Core Competencies

Qualifications

  • Bachelor’s degree in Business Administration, Management, or related field preferred.
  • Lean Six Sigma Black Belt certification is strongly preferred.
  • Background and experience in tax or accounting is preferred.
  • Proven experience in client service management, operations, or similar roles.
  • Intermediate to advanced proficiency in Microsoft Office Suite, CRM systems, and project management tools.

Skills and Competencies

  • Expertise in process optimization and efficiency through Lean Six Sigma principles.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Organizational acumen with attention to detail and the ability to manage multiple priorities.
  • Leadership skills with a knack for inspiring and guiding teams toward common goals.

Core Values

The ideal candidate embodies and actively lives out our core values:

  • Determined to Deliver: We are knowledgeable and disciplined in providing exceptional client experiences with simplicity and integrity.
  • Eager to Engage: We are proactive, informative, and ensure timely, relevant, and effective communication.
  • Happy to Help: We approach every interaction with compassion and helpfulness, valuing relationships as our highest priority, just like a true Samaritan.

Apply Now: Visit Tax Samaritan Careers to join our mission of empowering clients with stress-free tax solutions.