Client Services Guide — Collective Hub

Point of Contact Model

Client communication routes through one of two seats depending on tier:

Tier 1 clients: Seat 2 — Advisory Coordinator is the ongoing relationship POC for everything client-facing.
Tier 2–4 clients: Seat 8 — Client Service Administrator is the ongoing POC.
Seat 2 owns onboarding and advisory administration for every client, every tier. Seat 8 owns intake, production workflow, and assembly for every client, every tier.

Leadership & Ops Consulting

Leadership & Ops · Coaching

Executive Leadership Coaching

Personalized one-on-one coaching for high-achieving leaders. Engagements run 6–12 months, built around the leader’s specific goals, challenges, and organizational context.

What’s included

Leadership assessments and 360-degree feedback
Clarity mapping and purpose alignment
Practical habits and rhythms for sustainable leadership growth
Ongoing 1:1 coaching sessions with follow-through documentation
Access to the 5 Voices framework for self-awareness and team communication

Delivered by

Seat 1 — Advisor/Coach
Seat 2 — Advisory Coordinator

POC Note
Tier 1: Seat 2 is ongoing relationship POC. All tiers: Seat 2 owns advisory scheduling and documentation.

Leadership & Ops · Consulting

Operations Consulting

Helping leadership teams operationalize their values and turn strategic goals into aligned action. We bridge the gap between where you want to go and the structures, rhythms, and habits that get you there.

What’s included

Strategic offsites and quarterly planning facilitation
Operational rhythm design — weekly, monthly, quarterly cadences
Core values integration and culture alignment
Organizational structure and succession planning
EOS implementation support and accountability chart design

Delivered by

Seat 1 — Advisor/Coach
Seat 2 — Advisory Coordinator
Seat 5 — Technology Orchestrator (where in scope)

POC Note
Tier 1: Seat 2 is ongoing relationship POC. Tier 2–4: Seat 8 is ongoing POC. Seat 2 owns advisory admin for all tiers.

Leadership & Ops · Team Development

Team & Culture Development

Building leadership teams that understand themselves and each other through the 5 Voices Framework and Leader Academy. Programs run 6–12 months.

What’s included

5 Voices for Teams workshops and individual assessments
5 Voices Leader Academy — 6 to 12-month cohort programs
Team diagnostics and culture audits
Leadership cohorts and learning community facilitation
Conflict navigation and communication framework implementation

Delivered by

Seat 1 — Advisor/Coach
Seat 2 — Advisory Coordinator

POC Note
Tier 1: Seat 2 is ongoing relationship POC. Seat 2 owns all program coordination for every tier.

Leadership & Ops · Financial Leadership

Fractional CFO Services

Senior financial leadership and strategic decision-making support for organizations that need a seasoned CFO without the overhead of a full-time hire. We embed at the leadership level to bring financial clarity, capital strategy, and forward-looking insight directly into how you run the business.

What’s included

Startup financial modeling and early-stage financial infrastructure
Cap table management and equity structure advisory
Budget development, forecasting, and variance analysis
Revenue modeling and financial scenario planning
Mergers & acquisitions consulting and financial due diligence support

Delivered by

Seat 1 — Advisor/Coach (CFO advisory lead)
Seat 3 — Accounting Supervisor (financial data & reporting)

POC Note
Tier 1: Seat 2 (AC) is relationship POC and owns scheduling. Seat 8 handles any production intake.

→ Related playbook

Tax Services

Tax Services · Membership

Tax Membership

Year-round tax support for business owners and their households. $200/month per household or reporting entity; $100/month for each additional covered pass-through entity or household.

What’s included

Annual tax projections — designed and periodically reviewed throughout the year
Quarterly estimated payment guidance, reminders, and scheduling support
Year-round email Q&A for one owner, their household, and related businesses
Access to expanded provider network and exclusive member discounts
Aligned provider coordination — tax guidance integrated with wealth management decisions
Ongoing tax announcements, insights, and relevant updates

Delivered by

Seat 1 — Advisor/Coach
Seat 4 — Tax Supervisor
Seat 7 — Tax Specialist
Seat 2 — AC (Tier 1 SLA & comms)
Seat 8 — CSA (Tier 2–4 SLA & comms)

POC Note
Membership SLA communication routes through Seat 2 for Tier 1 clients and Seat 8 for Tier 2–4 clients. All production functions route through Seat 8 regardless of tier.

Tax Services · Preparation

Income Tax Preparation

Business and individual tax return preparation across all entity types. Every return goes through a multi-step review process — prepared, reviewed, and QC’d before it reaches the client. Current rates: mycollectivecpa.com/tax-faq

What’s included

Business returns — 1065, 1120S, 1120, 990, 1041 and related schedules
Individual returns — 1040 with all applicable schedules (C, E, F, and others)
Books-to-tax write-up and trial balance mapping for accounting clients
Adjusting journal entries posted to QBO for CAAS clients
Multi-step review — preparer self-review, Supervisor primary review, Advisor secondary QC
E-file submission, 8879 routing, and acceptance confirmation
Tax elections — Section 179, bonus depreciation, de minimis safe harbor
State and local compliance including multi-state apportionment
Shareholder basis adjustments (S-Corps) and K-1 package management

Delivered by

Seat 1 — Advisor/Coach
Seat 4 — Tax Supervisor
Seat 7 — Tax Specialist
Seat 8 — CSA

POC Note
Seat 8 handles intake and assembly for all tiers. For Tier 1: Seat 8 coordinates status to Seat 2 (AC), who communicates to the client. For Tier 2–4: Seat 8 communicates directly.

→ Related playbook

Tax Services · Estimates

Tax Estimates & Projections

Standalone or membership-included tax projections for business owners and households. Baseline estimates compare projected taxable income against known payments to determine whether clients should pay more, pay less, or take planning action before year-end.

What’s included

Federal and state/local jurisdiction projections
Annualized income modeling across all income sources
Known payments comparison — withholdings, quarterly estimates, and carryovers
Identification of 1–3 planning opportunities (retirement, capital investment, entity structuring)
Loom video summary with assumptions, payment guidance, and planning observations
Follow-up planning support for identified opportunities

Delivered by

Seat 1 — Advisor/Coach
Seat 4 — Tax Supervisor
Seat 7 — Tax Specialist

POC Note
Estimate delivery communication routes through Seat 2 for Tier 1 clients and Seat 8 for Tier 2–4 clients.

→ Related playbook

Accounting Services

Accounting Services · Bookkeeping

Outsourced Bookkeeping

Full-cycle monthly accounting and financial reporting for businesses that need expert financial management without a full-time hire. Entry-level engagements typically start around $600/month; scoped based on complexity and volume.

What’s included

Full-cycle monthly close — transaction input, month-end close, accrual adjustments, GL management
Payroll GL management from provider reports
Year-end tax readiness review and books-to-tax handoff
Financial reporting — Balance Sheet, P&L, and financial dashboard
Dedicated bookkeeping specialist assigned to your account
Client portal access (Keeper) for document requests and financial visibility

Delivered by

Seat 1 — Advisor/Coach
Seat 3 — Accounting Supervisor
Seat 6 — Bookkeeping Specialist

POC Note
Tier 1: Seat 2 (AC) is relationship POC; Seat 8 handles portal and document execution in the background. Tier 2: Seat 8 is both POC and production.

→ Related playbook

Accounting Services · Controllership

Outsourced Controllership

A dedicated accounting leadership role — separate from or alongside bookkeeping — for organizations that need a seasoned professional overseeing a more complex accounting ecosystem. The Controller acts as your internal accounting lead without the overhead of a full-time hire.

What’s included

Full management of the accounting information ecosystem
Development, deployment, and augmentation of accounting workflows
Accounting SOP ownership and maintenance
Financial reporting liaison with ownership, boards, lenders, and third-party statement users
Coordination with outsourced financial operations providers — payroll, 401k, and others

Delivered by

Seat 1 — Advisor/Coach
Seat 3 — Accounting Supervisor
Seat 6 — Bookkeeping Specialist

POC Note
Tier 1: Seat 2 (AC) is relationship POC. Seat 8 handles any document or portal functions.

Project & Advisory Services

Service	Description	Delivered By
QBO Cleanup & First-Time Setup	Comprehensive cleanup of existing QuickBooks files or full setup for new engagements.	Seat 3, Seat 6
Business Formation Consulting	Entity selection, formation guidance, and initial compliance setup for new businesses.	Seat 1
HR & Benefits Consulting	HR infrastructure design, benefits program guidance, and compliance support.	Seat 1, Seat 3
Transactional Consulting	M&A advisory, entity conversions, specialized tax credits (R&D, ERC, and others).	Seat 1
Leadership & Team Development Projects	Standalone organizational development or culture consulting outside a recurring engagement.	Seat 1, Seat 5
Technology Orchestration	Project & design consulting of technology and AI-enabled applications to support scaling organizations’ business.	Seat 5 — Technology Orchestrator Seat 1 — Advisor/Coach

POC for Project Engagements

POC for all project engagements follows the standard tier model: Seat 2 (Advisory Coordinator) for Tier 1 clients; Seat 8 (Client Service Administrator) for Tier 2–4 clients. Seat 2 owns onboarding and setup for every new project engagement regardless of tier.

Org

Accountability Chart

See every seat that delivers these services

Playbooks

How We Deliver

Step-by-step workflow guides