Client Success Manager

Job Description
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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About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.
CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.