Client Experience Manager

About Us

RLA is a trusted accounting partner founded in 1994, delivering tax, write-up, payroll and other accounting solutions to business owners throughout the Coastal Bend and beyond. Starting in 2023, we have been focused on modernizing the firm’s infrastructure and operations.

We strive to be both “high touch” and “high tech.”  We take pride in providing close, personal attention to our client and leveraging systems built on teamwork, proactivity, resilience, and continuous learning. 

As we continue our growth trajectory, we’re seeking a talented Client Experience Manager to join our team and help deliver exceptional client experience, support our staff, and contribute to our expansion.

About the Role

We are seeking a Client Experience Manager to own and elevate the end-to-end client journey across our firm. This role is ideal for someone who thrives at the intersection of communication, process improvement, and team leadership. You’ll be the bridge between our clients and our internal teams—ensuring clarity, consistency, and a high-quality experience at every touchpoint.

What You’ll Do

• Coordinate the client intake process for Write-Up, Payroll, and Tax clients—from first contact through successful handoff to internal teams

• Lead and manage a hybrid Client Experience team that handles all incoming external communication

• Coordinate outgoing client communications, including email campaigns, website updates, social media, and informational announcements

• Coordinate meeting scheduling, client portals, and workflow support to keep processes moving smoothly

• Facilitate tax organizer intake, review, and delivery to the appropriate internal teams

• Ensure timely collection of client documents and invoices to avoid workflow bottlenecks

• Identify and implement improvements to internal communication and workflows

• Assist with special projects related to workflow optimization and client communication

What We’re Looking For

• Strong written and verbal communication skills

• Experience managing or coordinating teams (hybrid or remote a plus)

• High attention to detail with the ability to see the big picture

• Comfort juggling multiple workflows and deadlines

• Proactive, solution-oriented mindset

• Experience in a professional services, accounting, or client-facing operations role is a plus

Why Join Us

• Play a key role in shaping how clients experience our firm

• Collaborate with a supportive, process-driven team

• Opportunity to make meaningful improvements that impact both clients and staff

• A role with autonomy and room to grow