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As a Premium Services Manager, you will advise U.S. expats on tax compliance, conduct consultations, and maintain client records while ensuring a high-quality client experience.

Own a portfolio of clients as their primary contact through the tax-preparation lifecycle. Coordinate internal teams, manage workflows (HubSpot), proactively communicate, troubleshoot client issues, and advocate for improvements to enhance the client experience.

Lead a pod of 4-5 Client Success Managers while maintaining a smaller personal book. Coach, onboard, and escalate complex client issues, own retention, CSAT, and pod performance, and partner with the Director on capacity and process improvements.

The Client Engagement Specialist will triage inbound client inquiries, qualify leads, maintain referral data, conduct client outreach, and translate feedback into actionable insights for sales and marketing.