The work you'll do

Are you a client success leader looking to manage a client success function? Is being part of a growing and transformative organization exciting to you? TAG is looking for a Senior Director of Client Success to direct a team of account management and client support representatives tasked with providing white-glove support to our clients by delivering a blend of client relations, sales, and consultative skills. 

The team

Tax Advisors Group (TAG) provides personalized business personal property and real estate tax consultancy services to corporations nationwide, driving industry-leading results with the highest standard of client service. Serving 700+ companies with a 97%+ client retention rate, we’re proud to have been named one of America’s Best Tax Firms by Forbes for 2022 and 2023 and a most recommended tax firm for 2024 by USA Today. Originally focused on providing property tax solutions for Texas corporations, TAG has in recent years begun expanding offerings to include nationwide compliance and real estate services, leading to an overall period of growth and transformation for the company.

Now is an exciting time to join the #TAGteam as the company continues to expand and evolve! Here at TAG, we recognize our people are our most valuable asset, and that’s reflected in our approach to driving a fantastic work culture. We’re focused on growing the business and leveraging that growth to carve out unique development opportunities for every person on the TAG team. With weekly catered lunches, regular social events in and outside the office, and an extended holiday break each December to disconnect and recharge, we really care about having fun while we work! To put it plainly – our goal is to be the #1 preferred employer in the property tax space.

Role Description 

As the leader of our client success team, you will be responsible for direct management of a team, as well as retention, expansion, and client satisfaction programs. You will also serve as a liaison with other department leaders to ensure close collaboration. 

Responsibilities

Leadership

  • Designs and implements retention and expansion strategies which apply a commercial minded approach.
  • Maintains up-to-date reporting to track progress to goals and monitor key performance indicators
  • Provides direct and regular one on one coaching to individual contributors
  • Builds strong interdepartmental relationships to maximize efficiency and efficacy of programs
  • Addresses internal and external issue escalations as needed to bring swift client centric resolutions.
  • Serves as a change champion, motivating the team and utilizing agility to keep pace with a growing and evolving business

 

Account Management

  • Coaches the team to drive regular and proactive conversations with clients as the single point of contact to foster alignment of client needs with contract opportunity  
  • Acts in a straightforward and responsive manner using clear communications and behaviors with the clients’ best interests in mind
  • Develops a strong working understanding of TAG products and services, serving as the liaison across internal teams to ensure the loop is always closed with a client promptly
  • Enables team members to find solutions for clients and resolves all inquiries timely and holistically
  • Empowers the team to act as a consultative strategic advisor to client / client relationship

 

Expansion Efforts

  • Captures and brings forward to the team client insights that lead to renewals and account expansion opportunities
  • Proactively seeks opportunities to develop and communicate the value of expanded services to clients and the value TAG can bring to their business
  • Actively interfaces with key contacts at all accounts to identify renewal risk and improve client health and retention

 

Relationships

  • Demonstrates a thorough understanding of client needs based on their environment, industry, and infrastructure
  • Collaborates with internal team members and clients to identify growth opportunities through account planning and delivery execution
  • Consistently builds rapport to proactively identify gaps in relationships with clients and recommends actions to bridge or resolve gaps
  • Collaborates with internal team members to ensure positive client experiences that lead to expansions and renewals

 

Delivery

  • Achieves assigned annual goals in the areas of NPS score, contract renewals, and expansion revenue
  • Regularly follows standard operating procedures and defined processes, including expected use of technology enabled applications to effectively deliver against client expectations
  • Maintains accurate and concise documentation through various parts of the client life cycle (onboarding, data requests, accruals, tax savings, reports, renewals, expansions, net promoter score, and tax bill transmittal).

 

Qualifications

Required 

  • Minimum of 8+ years of account management and or/client success management experience and 5 years managing teams
  • Strong interpersonal and communication skills, with ability to lead and motivate others
  • Demonstrated ability to handle multiple priorities and effectively manage delegated items
  • Experience leveraging a CRM system (e.g., Salesforce) to manage team progress against key performance indicators
  • Proficiency in Microsoft Outlook, PowerPoint, Word, Excel and Internet navigation and research
  • Occasional travel for client meetings, up to 25% travel annually

Preferred 

  • Relevant work within client success/account management, ideally in property tax or a tech enabled business
  • Strong presentation skills
  • Proven track record of operating with a strong sense of urgency
  • Effective conflict management skills
  • Passion for driving a team to generate exemplary client experiences
  • Experience hosting remote calls using various platforms (e.g., Teams, Zoom, WebEx)

 

Benefits

Competitive salary, including incentivized earning potential 

Discretionary performance bonuses 

401(k) matching plan, Medical/Dental/Vision Plan

Paid time off, Winter Break Company Close, Social Events

Fitness Center

Hybrid Work Schedule

 

It is TAG’s practice to provide and promote equal opportunity employment through hiring, promotion, and transfer practices, compensation practices, and development opportunities without discrimination based on race, color, national origin, citizenship, sex or gender, gender identity or expression, sexual orientation, marital status, religion, age, disability, service in the military, or any other characteristic protected by applicable federal, state, and local laws. 

This position has been filled. Would you like to see our other open positions?