Client Relationship Management
• Serve as the primary relationship owner for assigned client accounts.
• Conduct regular check-ins, business reviews, and strategic conversations with clients.
• Build trusted advisor relationships with decision-makers and stakeholders.
• Gather feedback, understand client goals, and proactively address concerns.
• Maintain high levels of client satisfaction and retention.
Revenue Growth & Account Expansion
• Identify opportunities for upselling and cross-selling additional services within existing accounts.
• Analyze client needs, operational complexity, transaction volumes, and business growth to recommend appropriate service upgrades.
• Drive subscription revisions, catch-up projects, clean-up engagements, advisory services, and additional resource allocations where appropriate.
• Collaborate with sales and finance teams to maximize account value and lifetime customer revenue.
• Maintain a consultative, value-driven sales approach rather than a transactional sales process
Service Delivery Oversight
• Act as the bridge between clients and internal accounting teams.
• Monitor service quality and identify potential gaps in delivery.
• Escalate issues appropriately and ensure timely resolution.
• Coordinate with Finance Managers and Accountants to maintain service standards.
• Conduct periodic account reviews to ensure alignment with client expectations.
Onboarding & Customer Journey Management
• Support onboarding activities and ensure a smooth client transition into CoCountant’s ecosystem.
• Guide clients through tools, workflows, communication channels, and expectations.
• Ensure clients understand and effectively utilize ClientHub and related platforms.
• Create a positive first impression and establish long-term engagement strategies. Documentation & CRM Management
• Maintain accurate client records in HubSpot.
• Update deal stages, opportunities, account notes, and customer interactions.
• Ensure playbooks, SOPs, and customer-facing documentation remain current.
• Track customer health metrics and engagement activities.
• Maintain regular communication with Accounting Managers, Finance Managers, Controllers, and Operations teams.
• Participate in internal account reviews and planning sessions.
• Ensure internal teams remain aligned with client expectations, priorities, and ongoing developments.