Role Purpose
The Advisory Coordinator is the Advisor's operational extension — responsible for the relationship infrastructure that keeps every client engagement running from day one. This seat has two distinct mandates that operate independently: it owns the full onboarding process for every new client regardless of tier, and it serves as the ongoing primary point of contact for all Tier 1 clients post-onboarding. The Advisor should never be a bottleneck for coordination, and the client should never feel unattended.
Accountability
Accountable To
Seat 1 — Client Business Advisor, for relationship outcomes and onboarding quality across all tiers. Integrator for process compliance and capacity.
Direct Reports / Accountable From
No direct reports. Scalable seat — multiple ACs may be added as Tier 1 volume grows. Target load: ~20–30 Tier 1 relationships per AC (to be refined).
Function Structure
ALL CLIENTS — UNIVERSAL
Performed for every client, every tier. Do not change based on tier or POC assignment.
TIER 1 POC ONLY
Applies to Tier 1 clients only, post-onboarding. AC remains primary inbound contact for these clients indefinitely.
Responsibilities — Universal
- Client onboarding for every new client, every tier — internal setup, system activation, scope documentation
- New client welcome conversation coordination and facilitation
- Formal CSA introduction and handoff — with the client present, at onboarding conclusion
- POC assignment decision and communication — AC for Tier 1, CSA for Tier 2–4, with Advisor input
- Engagement letter generation and initial routing at onboarding
- Advisory appointment scheduling, calendar management, and confirmation
- Advisory meeting preparation — agenda, context documents, pre-read distribution
- Advisory meeting participation and real-time note documentation
- Post-meeting follow-up — summary, action item capture, client acknowledgment
- Advisory project documentation and deliverable tracking
- Engagement change administration — scope amendments, renewals, offboarding
- Seat 1 — Advisor (scheduling, scope, deliverable coordination; Tier 1 relationship direction and escalations)
- Seat 8 — CSA (onboarding handoff for all tiers; Tier 1 production status coordination)
- Seat 3 — Accounting Supervisor (Tier 1 close status awareness)
- Seat 4 — Tax Supervisor (Tier 1 membership SLA and estimate timing)
- Seat 10 — Internal Ops (system setup at onboarding)
- All three onboarding handoff checkpoints met before closing onboarding for any client
- Engagement letter signed and filed before any work begins
- Client setup complete and accurate in Assembly and Asana before handoff
- Tier 1 inbound triaged and routed correctly — no Advisor redirection required
- Advisory documentation complete and current after every meeting
- Tier 1 membership SLA milestones tracked and communicated on time
Responsibilities — Situational
TIER 1 POC ONLY
- Primary inbound contact for all Tier 1 client communication — the client's first call, email, and question
- Portal triage and client communication management for Tier 1 clients
- Tax membership SLA monitoring and proactive outbound for Tier 1 — estimate reminders, payment deadlines
- Triage all Tier 1 inbound: resolve what is in scope, route production questions to CSA internally, escalate relationship risk or judgment calls to Advisor
- Production status awareness — coordinate with CSA to field Tier 1 client inbound accurately without routing delays
- Protect Advisor time — absorb everything that does not require Advisor judgment
Onboarding Handoff Trigger
Onboarding is formally concluded — and POC responsibility transfers to the CSA for Tier 2–4 clients — when all three of the following are complete:
- 1Internal setup actions are complete
- 2New client welcome conversation has occurred
- 3Introduction to the client's primary CSA has been made with the client present — via email, brief call, or inclusion in the welcome conversation
For Tier 1 clients, the AC does not step back post-onboarding — the trigger still applies to formally activate the CSA for production, but the AC remains the ongoing relationship POC.
Seat Overlaps & Cross-Function Support
| Seat | Nature of Overlap or Support |
|---|
| Seat 1 — Client Business Advisor | Primary working partner. The AC owns the relationship infrastructure that frees the Advisor to focus on strategic engagement work. |
| Seat 8 — Client Service Administrator | Universal handoff partner at onboarding for every client. For Tier 1 clients, the AC and CSA continue coordinating — CSA executes production, AC remains the client-facing voice. |
| Seat 4 — Tax Supervisor | Tier 1 membership SLA partnership — the AC monitors deadlines and timing, the Supervisor signals readiness. |
| Seat 3 — Accounting Supervisor | Tier 1 close status awareness — keeping the client informed without pulling the Advisor in. |
Measures of Success
- Onboarding completion quality — all three handoff checkpoints met for every new client
- Onboarding completion time — signed engagement to active in production within defined SLA
- Advisor time protected — measurable reduction in Advisor administrative and coordination load
- Tier 1 client satisfaction — clients feel consistently attended to between Advisor touchpoints
- Inbound triage accuracy — questions routed correctly without Advisor redirection
- Advisory documentation quality — meeting notes, action items, and project records complete and current
- POC assignment clarity — every new client knows their primary contact before onboarding closes