Client Success and Operations Specialist

ABOUT GOSHEN AND THIS ROLE

Goshen Accounting Services is a small, fully remote firm that serves as the finance team for nonprofit organizations. We handle fund accounting, grant compliance, audit preparation, Form 990s, and fractional CFO work for organizations whose missions matter to us.

We are looking for a Client Success and Operations Specialist to be the steady, clear voice our clients hear between the numbers. You will own day-to-day client communication and coordination, make sound judgment calls within defined limits, and know when a matter needs Goshen's Senior Manager.

This is not a calendar-and-inbox role. We need someone who can read a situation, decide what it calls for, and write a message a client can act on without needing to ask a follow-up question.

WHAT YOU WILL OWN

• Client communication: Respond to client emails and requests that need judgment, in clear, warm, and professional writing on Goshen's behalf.
• Deliverable coordination: Track every client deadline, including month-end closes, board packages, audit requests, and filings, and keep our bookkeeping partner on schedule.
• Document compliance and risk monitoring: Review client document submissions for completeness and compliance, so we have everything needed to update financial records and manage grants. Follow up on missing items and flag client concerns, scope changes, or deadline risks to Goshen's Senior Manager before they become problems.
• Firm operations: Handle client onboarding paperwork, document collection, and the operational follow-through that keeps client work moving. Manage the firm's expenses and support the recruitment process for our accounting team.
• Cross-team coordination: Work alongside leadership, business development, client account owners, and our billing, payables, and receivables functions to resolve issues and keep deliverables on track.
• Client onboarding and systems training: Help bring new clients on board, support the rollout of the systems and tools we implement for them, and train and coach their staff to use those tools with confidence.
• Judgment within clear limits: You will work from a written decision-rights list that spells out what you decide alone, what you decide and report, and what you escalate first. Your authority grows as you show sound judgment.

WHO YOU ARE

You must have:

• At least 5 years in a client-facing coordination or client service role at an accounting firm, or in a similar role communicating directly with executive leaders such as CEOs, executive directors, and CFOs.
• Written communication that is clear on the first read. Your messages lead with the point, make one specific request, and name who does what by when.
• Strong comfort with technology. You learn new software quickly, troubleshoot issues on your own, and can teach others to use a tool step by step. This includes a strong working command of Microsoft Excel, Word, and Gmail, and of CRM and database platforms.
• A problem-solving mindset. When something is stuck, you find the cause, propose a fix, and follow through rather than waiting to be told.
• Professional, warm communication by phone and video as well as in writing, with a client-first mindset and genuine empathy for clients working under pressure.
• Excellent organization and attention to detail; manage your time well, and keep several priorities moving at once in a fast-paced environment.
• Examples of decisions you made on your own, and of times you recognized something was above your authority and escalated it.
• Comfort with accounting deadlines and terms (month-end close, audit, grant reporting) well enough to spot risk. You do not need to do the accounting.
• Experience working remotely and independently, with little day-to-day supervision.
• Respect for confidentiality, including sensitive client and HR information.

Nice to have:

• Familiarity with Asana, QuickBooks Online, or similar tools.
• Experience coordinating work with an outsourced team or vendor.

HOW WE WORK

• Async first. We work mostly in writing, through Asana and email, with documented processes and standard operating procedures. You will rarely wait for a meeting to move work forward.
• High standards. Our firm holds a 98% accuracy standard, and we expect the same care in client communication.
• Room to grow. Your decision-making authority expands at set review points as you show sound judgment.
• Schedule: This role starts part-time at 20 hours per week, with availability during our business hours. Hours will grow as our client base and capacity needs increase.

HOW TO APPLY

• Your resume.
• Your written answer to our given scenario in 150 words or fewer.

Pay: $27.00 - $36.00 per hour

Expected hours: No less than 20.0 per week

Benefits:

• 401(k) 3% Match
• Internet reimbursement
• Professional development assistance
• Work from home

Application Question(s):

• Scenario: At 4:00 p.m. on a Friday, a nonprofit's executive director emails: "Our board meets Monday. Please send updated financials over the weekend." Our bookkeeping team says the month-end close will not be finished until Wednesday. Write the reply you would send to the executive director, then add one or two sentences on what you would do next and why.

Experience:

• client-facing coordination or client service: 5 years (Required)

Work Location: Remote