[Hiring] Private Client Care Representative @Vialto Partners

Role Description

This individual is responsible for the day-to-day management and successful delivery of RIA Private Client Tax programs. Acting as the central point of coordination between clients, advisors, tax professionals, and practice leadership, this role drives onboarding, manages communications, tracks key performance indicators (KPIs), supports engagement administration, and ensures overall client satisfaction. The individual will be expected to maintain visibility across the engagement, proactively address issues, and continuously seek opportunities to improve operational efficiency.

Key Responsibilities

• Project manage the onboarding of new client relationships, ensuring a seamless and efficient implementation process.
• Develop and maintain client-facing materials, reports, presentations, and program documentation.
• Serve as a key point of contact for clients and advisors, leading responses to non-technical questions and driving timely resolution of requests.
• Manage communications and status updates across internal and external stakeholders.
• Monitor program health through KPI tracking, reporting, and analysis, providing regular updates to leadership and clients.
• Hold engagement team members accountable to deadlines, service-level commitments, and key performance metrics, including senior stakeholders when appropriate.
• Facilitate recurring status meetings and provide clear, concise updates on engagement progress, priorities, risks, and dependencies.
• Maintain ongoing awareness of engagement status, outstanding issues, and client concerns, escalating matters as needed.
• Oversee day-to-day program administration & operations, ensuring deliverables are progressing according to plan.
• Manage shared mailboxes and coordinate responses to client inquiries and requests.
• Document issues, feedback, action items, and process improvements to support continuous enhancement of service delivery.
• Identify opportunities to improve engagement workflows, operational processes, and the overall delivery model.
• Lead post-season reviews and debrief sessions, capturing lessons learned and project managing resulting process improvement initiatives.
• Manage client expectations, dependencies, and competing priorities throughout the engagement lifecycle.

Qualifications

• Proven experience managing projects, programs, or client engagements within a professional services, tax, accounting, consulting, or financial services environment.
• Strong organizational and time-management skills with the ability to manage multiple concurrent engagements and deadlines.
• Exceptional verbal and written communication skills with the ability to interact effectively with clients, advisors, and senior leadership.
• Demonstrated ability to manage competing priorities, navigate ambiguity, and coordinate multiple stakeholder groups.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Ability to drive accountability and influence outcomes across cross-functional teams.
• Comfortable operating in a fast-paced, deadline-driven environment with a strong focus on client service and operational excellence.
• Exposure to U.S. tax compliance, tax advisory, or professional services engagements preferred; deep technical tax expertise is not required, but an understanding of tax engagement workflows is beneficial.

Requirements

• This is a regular, full-time, remote position.
• Location: Chicago
• Salary Range: $83,000-120,000

Additional Information

• We are an equal opportunity employer that does not discriminate based on any legally protected status.
• Please note, AI is used as part of the application process.