[Hiring] Client Success Manager @CSC

Role Description

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.

• 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.
• 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.

Qualifications

• 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.

Benefits

• Annual success-sharing bonuses or commission plans based on individual performance.
• Competitive and comprehensive benefits package including annual leave, tuition reimbursement, referral bonuses, and more.
• Hybrid or remote work schedules in alignment with local regulations, as business needs allow.