Onboarding Specialist

Client Onboarding Specialist (Tax & Accounting)

Fulltime · Hybrid (Thousand Oaks / Remote)

Why this role exists

New clients decide within the first 90days whether they will stay, refer, and expand services. As the very first voice they hear after signing, you will translate our proposal into an organized, white glove experience collecting prior year returns, guiding them through Liscio, and setting crystal clear expectations for every deliverable.

Key Responsibilities

Phase What you'll own How well measure success Welcome & Orientation Call every new client within 24hours of engagement to review scope, deadlines, and portal access.
Send tailored welcome email (templated) and schedule kickoff Zoom. Engagement letter countersigned within 48hrs
Portal login rate 95%Data Intake & Validation Coach clients on secure upload of prior year returns, GL, payroll, and entity docs.
Intake missing year tax data and create a year by year checklist. 100% of required docs received before hand off System Setup Build client record in Lacerte, QuickBooks/Xero, and Liscio; map chart of accounts; roll forward balances.
Tag cases in Liscio with correct status and notes. First month GL balanced;5 days Transition to Production Verify that every tax filing item is present; hand case to Tax Prep Administrator with a documented checklist.
Introduce assigned Client Manager and outline next milestones. Zero missing docs at hand off Continuous Improvement Spot process bottlenecks and propose fixes.
Maintain/update call & email templates and portal FAQs. Quarterly SOP refresh completed

Required Qualifications

• Highschool diploma or equivalent (AA/AS in Accounting or Business a plus)

• 2+years in administrative support, customer success, or a client facing role preferably in a CPA, law, or financial services setting

• Superb phone, email, and Zoom etiquette; you write crisply and speak with warmth

• Proven record of best in class customer service, juggling multiple cases without dropping details

• Tech savvy: Microsoft365, Google Workspace, Excel, Calendly, CRM/ERP (bonus points for Liscio, Quick Books Online, Intuit Lacerte, HubSpot)

• Self starter who owns outcomes, asks great questions, and keeps teammates in the loop

Personal Attributes

• Client obsessed: you anticipate needs and follow through until resolved

• Energetic and up beat even when chasing docs for the fifth time

• Thrive both independently and in a fastmoving team pod

• Comfortable interfacing with Partners, CPAs, and C suite clients

Benefits & Perks

• Retirement plan with employer match 

• Professional Development Program CPE reimbursement & career path coaching