Client Transformation Excellence Manager
Ready to Drive Transformation With Client Experiences? Join Tax Samaritan!
Are you passionate about creating meaningful client outcomes and leading teams to achieve measurable results? Do you excel in optimizing workflows and leveraging key metrics to improve performance? Tax Samaritan is seeking a Client Transformation Excellence Manager to transform how we deliver client success through data-driven insights and operational excellence..
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.
About Us:
At Tax Samaritan, we are more than a tax firm—we are client success partners. Specializing in U.S. expat tax services, we are on a mission to transform how clients experience professional services. Guided by a value-driven, subscription-based model, we focus on enriching client lives through proactive, strategic solutions.
Position Summary
The Customer Delivery Manager is responsible for driving operational excellence by managing client engagement, tracking key performance metrics, and leading a results-oriented team. This role prioritizes the measurement and improvement of WIP (Work in Progress) and AHR (Average Hourly Rate), ensuring client outcomes and team efficiency align with our transformation-focused mission.
What You’ll Do:
- Design and deliver client journeys focused on outcomes, not transactions.
- Develop and maintain dashboards to report and analyze daily, weekly, and monthly performance.
- Conduct After Action Reports (AARs) for client engagements, focusing on lessons learned and opportunities for improvement.
- Lead daily and weekly huddles to discuss metrics, align resources, and tackle bottlenecks.
- Coach and inspire teams to achieve operational excellence through process improvement and data-driven decision-making.
- Leverage Lean Six Sigma principles to refine workflows and boost efficiency.
Key Responsibilities
Client Transformation and Engagement
- Conduct After Action Reports (AARs) for client engagements, highlighting IC contributions and lessons learned.
- Use IC insights to identify opportunities for proactive client engagement and transformation.
- Monitor client satisfaction metrics, such as NPS, to refine client strategies and leverage IC to address recurring client challenges.
Team Leadership and Collaboration
- Delegate effectively, ensuring timely and high-quality task completion by the team.
- Establish weekly huddles to discuss key metrics like WIP clearance, AHR, utilization, and bottlenecks.
- Coach and mentor team members to enhance their skills, focusing on communication, organization, and service delivery.
- Collaborate with sales and marketing teams to align work inflow and capacity planning.
- Foster a culture of innovation, ensuring processes are continuously improved for better client outcomes.
Operational Oversight and Process Improvement
- Design and refine workflows to maximize efficiency while maintaining client-focused flexibility.
- Collaborate with leadership to implement strategies that support a flipped organizational model, placing the client at the center of all processes.
Performance Metrics
- Foster a client-centric approach by prioritizing outcome-based tracking and reporting.
- Define and monitor metrics that reflect client success, such as retention rates, satisfaction, and value realization.
- Lead the measurement, tracking, and coaching of WIP/work-in-process (value, days, clearance rate) and facilitate data-driven decision-making by identifying inefficiencies and coaching the team on improvement opportunities.
- Leverage insights from AARs to drive iterative improvements in service delivery and client transformation.
Intellectual Capital Development and Sharing
- Establish processes for capturing intellectual capital from client engagements, team discussions, and process improvements.
- Create and manage a central repository for intellectual capital to ensure accessibility and scalability across the firm.
- Collaborate with team members to codify best practices, innovative strategies, and lessons learned.
- Use intellectual capital to enhance client transformation stories, refine internal processes, and support knowledge transfer within the firm.
Qualifications, Skills, and Core Competencies
Qualifications
- Bachelor’s degree in Business, Tax, Accounting, or related field preferred.
- Lean Six Sigma Black Belt certification is highly preferred.
- Proven experience in client service management, operations, or similar roles, preferably in tax or accounting.
Skills and Competencies
- Expertise in designing and implementing client-centric processes and operational efficiencies.
- Strong analytical skills with a focus on data-driven decision-making and continuous improvement.
- Leadership abilities to coach and inspire a high-performing team.
- Advanced proficiency in project management tools and CRM platforms.
- Exceptional communication and interpersonal skills to foster trust and collaboration.
Why You Should Join Us:
At Tax Samaritan, we’re more than a tax firm—we’re a team committed to transforming client experiences and building a supportive, knowledge-driven culture. Here’s what makes working with us exceptional:
- Flexibility Without Limits: Work from anywhere in the world, whenever you want, and design a career that fits your lifestyle.
- Make an Impact: Lead initiatives that directly improve client outcomes and shape the future of the tax advisory industry.
- Expand Your Horizons: Gain access to mentorship, cutting-edge tools, and opportunities to develop new skills in a supportive environment.
- Celebrate Wins Together: Be part of a team that values your contributions, rewards your successes, and fosters innovation.