Client Success Manager
Remote-Americas
Monday to Friday 9:00 am to 6:00 pm or 10:00 am to 7:00 pm
The Client Success Manager (CSM) is a developmental level position within the CSC Corptax® Support organization primarily responsible for working with Corptax customers and focused on building and managing strong, long-term relationships with an assigned group of customers while also supporting the broader Corptax customer base.
The CSM role is a customer-focused professional with the drive to understand tax technology and deliver high-quality client support. It includes becoming a trusted advisor to clients, helping them maximize their investment in Corptax products and services, while also playing a key role in driving product adoption, satisfaction, and retention.
The primary role is to respond to all customer inquiries regardless of the inbound support channel: online case, phone, email, chat, etc. for product and workflow questions. This role will occasionally require overtime, including weekends based on customer filing trends/needs. A rotating on-call will be required. Travel is not typically required for this position.
What you will be doing:
Build positive and long-term relationships with our clients. Manage a moderate number of customers while maintaining high customer satisfaction. Ensure a minimum of three proactive, non-support case-related contacts per customer assignment per year.
- Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need.
Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates.
- Collaborate with team members in a fast-paced environment.
Work under clearly defined guidelines, with moderate supervision, making sound decisions and confirming your conclusions with more senior level team members prior to execution.
Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue.
Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities.
Develop proficiency in all Corptax products and follow our recommended best practices regarding using our products.
Perform triage and release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential software enhancements.
Assist on various project assignments related to the support of the Corptax products.
Learn newly released products and supplemental update changes and experiment with potential internal solutions.
Demonstrate consistently exemplary standards of ethical conduct.
Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.
What technical skills, experience, and qualifications do you need?
Position requires 3-4 years of relevant software application experience, ideally in tax software support.
Bachelor’s degree in accounting or tax preferred but will consider relevant experience with a bias toward backgrounds including a strong knowledge of tax and accounting applications. Master's in taxation and/or CPA certification is a plus.
Some knowledge of and experience with procedures and processes in corporate tax departments.
Proficiency with Microsoft products.
Ability to quickly learn Corptax applications.
High standards of customer service and support, honesty and integrity.
Ability to work independently and as part of a team, possessing moderate conflict resolution and negotiation skills to provide positive customer experiences.
Ability to use active listening, critical thinking, and initiative in identifying, addressing and resolving day-to-day issues and challenges.
Excellent time management and priority setting skills with the ability to easily move between multiple activities while driving all activities to successful completion.
Analytical, with an eye for detail, and curious, with a drive to investigate and find answers to the right questions.
Strong communication skills – both written and verbal
Strong interpersonal skills.
Self-motivated with a drive for continuous improvement.
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