Full-Time

Manager – Client Experience

Aprio

Aprio

1,001-5,000 employees

Accounting, tax, audit, and advisory services

No salary listed

Atlanta, GA, USA

Hybrid

Hybrid work arrangement; on-site in Atlanta, GA part of the week.

Bachelor's, Master's

Category
Customer Experience & Support (1)
Required Skills
Power BI
HubSpot
Salesforce
Data Analysis

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Requirements
  • 5–7 years in customer/client experience, or in consulting, strategy, or professional services with a clear CX focus
  • Dynamic and action-oriented — comfortable making decisions and moving forward with incomplete information and imperfect data, then iterating as you learn
  • Thrives in ambiguity: takes an unstructured problem and turns it into a clear goal, an organized plan, and a defined output
  • A systems thinker who sees how the pieces connect and where to intervene for the most leverage
  • Pragmatic about process — values structure and process discipline, but knows when “good enough to move” beats exhaustively documenting every current-state process and branch before acting
  • Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience
  • Experience with a CRM (HubSpot, Salesforce, or similar)
  • Familiarity with journey-mapping tools (TheyDo, Miro, Lucidchart) and survey/feedback platforms (Qualtrics, Medallia, or similar)
  • Reporting/BI experience (Power BI) a strong plus
  • 5–7 years in customer/client experience, or in consulting, strategy, or professional services with a clear CX focus
Responsibilities
  • Own the design and continuous evolution of Aprio's client journey maps, grounded in real client insight and evolving service-delivery models.
  • Identify the moments that matter and the friction points across the journey — with early focus on high-stakes journeys such as new-client onboarding and post-M&A/transition integration — and use experience-driver analysis to prioritize the highest-impact improvements and lead their delivery.
  • Translate firm-wide CX strategy into actionable programs with measurable outcomes, managing initiatives from scoping through delivery.
  • Design, run, and evolve the firm's VoC program end to end — surveys, listening sessions, and structured touchpoints — including closed-loop feedback.
  • Analyze VoC data to surface trends, risks, and opportunities, and turn findings into clear recommendations for leadership and practice teams.
  • Stand up and own the CX scorecard and data foundations: define baselines, driver-based NPS/CSAT/CES, and retention indicators that quantify CX ROI.
  • Tell stories with data that make insight accessible and drive decisions at the executive level.
  • Coordinate client escalations — triaging concerns, mobilizing the right resources, and owning empathetic, on-brand client communications during service recovery.
  • Build and operationalize a firm-wide client issue management capability to identify patterns in recurring issues and lead process and workflow improvements, including automation, that reduce friction and resolution time.
  • Partner with Go-to-Market and Growth/Marketing teams to align CX with business development, client communications, and brand.
  • Serve as a day-to-day liaison to Partners, Industry Leaders, and Growth Leaders, embedding CX thinking across practice groups.
  • Champion a client-first mindset through CX playbooks, toolkits, training, and communication frameworks used across the firm.
Desired Qualifications
  • CX-specific certification such as CCXP (CXPA) preferred
  • Master's degree or CX certification (e.g., CCXP) a plus
  • Consulting, strategy, or professional-services background a strong plus — comfort building programs from ambiguity, structuring problems, and driving executive-level outcomes with minimal oversight
  • Experience in client success, account management, or onboarding is welcome as complementary background, but is not a substitute for CX discipline
  • Strong analytical and data-storytelling skills; able to distill complex feedback into clear, actionable narratives
  • Excellent written and verbal communication, with the presence and credibility to influence senior Partners and client-facing professionals
  • Highly organized, with a track record of delivering on time and on scope across multiple simultaneous initiatives
  • Process-oriented; able to translate inefficiencies into scalable solutions, including automation and workflow improvements
  • Demonstrated use of AI tools to accelerate real work — synthesizing feedback, drafting and refining communications, building frameworks, and speeding analysis. Familiarity with Microsoft Copilot or Claude a plus
  • E Experience with a CRM (HubSpot, Salesforce, or similar) - already included; may duplicate
  • Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience - already included
  • Power BI reporting/BI experience a strong plus
  • Education: Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience - already included
  • Master's degree or CX certification a plus - already included

Aprio is a business advisory and accounting firm that helps companies manage their finances and grow. It offers services such as tax, audit, and consulting to a wide range of clients—from startups to established businesses. Aprio works by having experienced professionals closely collaborate with each client to provide tailored solutions, including tax planning, audits, and strategic advice, delivered through fees for the services provided. The company differentiates itself through its collaborative culture, focus on client success, and strong emphasis on talent development, aiming to deliver practical and customized guidance rather than generic answers. Overall, Aprio’s goal is to help clients navigate complex financial issues, improve efficiency, and achieve their business goals by providing clear, practical advisory and accounting support.

Company Size

1,001-5,000

Company Stage

Growth Equity (Non-Venture Capital)

Total Funding

$8.3M

Headquarters

Sandy Springs, Georgia

Founded

1952

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Simplify Jobs

Simplify's Take

What believers are saying

  • Aprio launched Aprio Ventures and a $300 million AI program in 2025.
  • Fieldguide expansion across audit, risk advisory, and financial audit boosts workflow efficiency now.
  • Vault ranked Aprio No. 11 in 2027, signaling stronger recruiting leverage and brand momentum.

What critics are saying

  • Aprio’s June 2026 acquisitions of Isdaner, Waldron H. Rand, and CAVU strain integration.
  • Agentic AI in audit invites quality failures, and PCAOB sanctions could arrive by 2027.
  • Charlesbank ownership and rapid deal pace pressure margins, risking partner churn and culture dilution.

What makes Aprio unique

  • Aprio pairs CPA services with legal, wealth, and talent solutions through Aprio Legal.
  • Charlesbank-backed Aprio ranked No. 20 nationally in 2026, with 3,400+ employees.
  • Aprio’s AI Council and Fieldguide partnership embed proprietary audit workflows into products.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Holidays

Parental Leave

Tuition Reimbursement

Performance Bonus

Wellness Program

Flexible Work Hours

Remote Work Options

Company News

CPA Practice Advisor
Aug 19th, 2026
Aprio to invest in emerging AI and tech companies through Aprio Ventures.

Aprio to invest in emerging AI and tech companies through Aprio Ventures. Top 25 accounting firm Aprio announced Tuesday a strategic investment program created to connect the firm with emerging solutions to enhance services for clients. Through the Aprio Ventures program, the firm said it will invest in emerging technology companies, work alongside founders, and evaluate innovative solutions with the goal of strengthening its services, empowering its professionals, and creating a better experience for clients. Since 2019, Aprio noted that it has invested in nearly 20 companies, and Aprio Ventures allows the firm to pursue more opportunities across artificial intelligence, automation, and enterprise software while gaining a broader view of the technologies shaping accounting and advisory services. Aprio's investments through Aprio Ventures will be paired with strategic and technical support, giving Aprio professionals an opportunity to help shape how the solutions work in practice and founders the support to scale their businesses, the firm said. "Aprio Ventures is about building the firm our clients will need in the future," Aprio CEO Richard Kopelman said in a statement on Aug. 18. "By investing in emerging technology and putting promising solutions to work inside Aprio, we can improve how we serve clients and give our professionals more time to focus on meaningful advice. This is another way Aprio is staying ahead and helping lead the profession forward." Aprio Ventures, part of Aprio's corporate development team, will be led by Kyle Kling, who brings more than a decade of experience building corporate venture programs and investing across AI, enterprise software, fintech, and emerging technologies. Kling will lead the firm's efforts to identify investment opportunities, build relationships with founders and other investors, and connect promising technologies with leaders across Aprio. Aprio Ventures expects to invest alongside established venture capital firms and other investors, the firm said. In addition to capital, Aprio noted that it can offer founders access to the perspective of professionals working across accounting, tax, advisory, wealth, legal, and talent solutions, as well as opportunities to evaluate how their technology performs in a growing professional services firm. Atlanta-based Aprio received private equity backing from Boston-based investment firm Charlesbank Capital Partners in July 2024. Aprio made headlines nationally last year when it combined with Scottsdale, AZ-based boutique business law practice Radix Law last year to form Aprio Legal, an alternative business structure law firm that provides clients with comprehensive legal counsel across estate planning, bankruptcy, commercial litigation, real estate, and business law. Nonlawyer ownership of law practices is mostly barred in the U.S. But Aprio took advantage of Arizona's ABS Program, which allows entities owned or controlled by nonlawyers to provide legal services as an alternative business structure law firm. Aprio Ventures also supports Aprio's broader growth strategy and the firm's five-year, $300 million commitment to technology and automation.

International Accounting Bulletin
Aug 19th, 2026
Aprio launches venture arm to back AI technology companies.

Aprio launches venture arm to back AI technology companies. Through Aprio Ventures, Aprio will invest in early stage technology companies and work directly with their founders. US-based accounting and advisory practice Aprio has launched an investment programme called Aprio Ventures. The company said Aprio Ventures has been designed to identify and support technologies that strengthen the company's services and improve client experience. Through the programme, Aprio will invest in early stage technology companies and work directly with their founders. The aim is to evaluate solutions that can enhance its operations, support its professionals and benefit clients. Since 2019, Aprio has invested in nearly 20 companies, partnering with founders to trial and scale technology across the professional services sector. Aprio Ventures brings "greater focus" to this work and gives a clearer structure to pursue opportunities in AI, automation and enterprise software, the company added. Investments will come with strategic and technical support attached. This allows Aprio's professionals to help shape how the technologies are applied, while giving founders backing to scale their businesses. Aprio CEO Richard Kopelman said: "Aprio Ventures is about building the firm its clients will need in the future. "By investing in emerging technology and putting promising solutions to work inside Aprio, we can improve how we serve clients and give our professionals more time to focus on meaningful advice." The programme sits within Aprio's Corporate Development team and will be led by Kyle Kling. Kling will source investment opportunities, build relationships with founders and investors, and connect technologies with leaders across Aprio. Aprio Ventures supports the company's wider growth strategy, which includes a five-year, $300m commitment to technology and automation. Earlier this month, Aprio extended its partnership with Fieldguide to jointly develop role-specific agentic AI tools for audit services. Give your business an edge with its leading industry insights.

Clarity Pointe
Aug 18th, 2026
Aprio launches Aprio Ventures to invest in AI technologies for professional services

Aprio, the 20th largest business advisory and accounting firm in the US, has launched Aprio Ventures, a strategic investment programme focused on emerging AI and technology companies. The initiative will identify and accelerate technologies to strengthen the firm's services and enhance client experience. Since 2019, Aprio has invested in nearly 20 technology companies. Aprio Ventures will allow the firm to pursue more opportunities across AI, automation, and enterprise software whilst gaining broader insight into technologies shaping accounting and advisory services. Kyle Kling will lead the programme, bringing over a decade of experience in corporate venture programmes and investing across AI, enterprise software, and fintech. Aprio Ventures supports the firm's broader growth strategy and its five-year, $300 million commitment to technology and automation.

Captive Insurance Times
Aug 17th, 2026
Schock joins Aprio as insurance tax partner

Schock joins Aprio as insurance tax partner. Aprio appoints Brad Schock as insurance tax partner. Schock is based in Cleveland, Ohio, and works remotely. The appointment took effect in August 2026. Schock joins from EY, where the role was lead for global compliance and reporting within Americas captive insurance services, held from October 2022. Earlier positions include head of tax at Root, vice president and director of tax at National General Insurance, and senior manager for insurance tax at KPMG. Schock co-founded National Tax Credit Exchange, serving as chief financial officer from December 2019 to December 2020, and held assistant vice president roles at Mesirow Financial and Near North Insurance Brokerage earlier in a career in insurance and tax dating from 2000. Aprio is a business advisory and accounting firm headquartered in Atlanta, Georgia, founded in 1952 and operating under the Aprio, LLP and Aprio Advisory Group, LLC brands. The firm serves clients in more than 50 countries and runs an insurance practice covering audit, tax, transaction advisory and unclaimed property compliance for insurers.

Fieldguide
Aug 14th, 2026
Aprio and Fieldguide co-build the future of audit with agentic AI.

Aprio and Fieldguide co-build the future of audit with agentic AI. Amanda Waldmann ATLANTA, Aug. 5, 2026 - Aprio, the 20th largest business advisory and accounting firm in the U.S., today announced an expanded collaboration with Fieldguide, the leading transformation partner for agentic audit and advisory, building on a collaboration that began in 2023. Together, Aprio and Fieldguide are co-developing role-specific AI agents that span the full audit lifecycle, from planning and risk assessment through fieldwork, review, and financial statement preparation. Every workflow is built to comply with the American Institute of Certified Public Accountants (AICPA), the Public Company Accounting Oversight Board (PCAOB), and Generally Accepted Auditing Standards (GAAS) standards. Aprio's own audit methodology shapes how each agent is designed, and human oversight at every stage produces conclusions that meet the profession's highest requirements for judgment, accountability, and integrity. The collaboration will expand across Aprio's industry practices over time, with Aprio's own professionals building and refining the agents. The result is an audit capability that grows with the firm. With AI handling preparation, data validation, and documentation, Aprio's professionals invest more time with clients, interpreting results, guiding on complex issues, and advising on what's next. That's what clients will notice most: their Aprio team showing up as a strategic partner to their business. "Fieldguide shares our belief that the best audit technology should be built around the people who do the work, and that shared conviction is the foundation of this collaboration," said Michael Lange, Partner and Audit Practice Group Leader at Aprio. "Great audit work has always been about the relationship between our practitioners' judgment and our clients' business realities. Our work with Fieldguide is designed to deepen that relationship, building AI around our own methodology and standards so our teams can spend more time on insight, judgment, and what's next for our clients, which is where the real value of an audit lives." "We have always believed the best audit work happens when our people are fully present for clients," said Richard Kopelman, CEO of Aprio. "Our collaboration with Fieldguide makes that possible at scale. By building AI around our own methodology, we are freeing our professionals to do what they do best: be the trusted advisor to our clients and help them account for whatever comes next." The collaboration is one expression of Aprio's $300 million, five-year investment in AI and automation. Aprio's professionals are configuring Fieldguide's platform to their own engagement methodology, embedding the judgment and workflow standards that define great audit work directly into the technology they use every day. Fieldguide, in turn, builds and refines that platform around direct input from Aprio's professionals, so the technology reflects real engagement workflows rather than a generic template. "The future of audit depends on how well firms combine human judgment with AI-driven execution. Aprio isn't waiting for that future to arrive, they're helping build it. Aprio is helping build that future now. By co-building agentic workflows with us, Aprio is shaping how their methodology and their people work alongside AI from the ground up, which is how the most ambitious firms will define the next era of the profession," said Jin Chang, Co-Founder and CEO of Fieldguide. The partnership traces back to a three-month Payment Card Industry (PCI) pilot launched in March 2023, which converted to a full platform agreement by May of that year. In December 2025, Aprio expanded onto Fieldguide across its Risk Advisory Services practice, standardizing SOC, ISO, and HITRUST engagements alongside PCI on a single platform. That expansion connected Fieldguide to Aprio's Financial Audit practice. In May 2026, the collaboration extended into financial audit, laying the foundation for the agentic AI co-development now underway. Amanda Waldmann Increasing trust with AI for audit and advisory firms.