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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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