SMB Team

Project Manager

• Monitor and triage incoming post-launch support tickets; categorize, prioritize, and route to appropriate team members within SLA windows
• Verify Marketing Specialists have gathered all necessary client information before assigning tickets to developers; set and communicate timelines and next steps
• Follow up with developers and Marketing Specialists to confirm task completion and client satisfaction
• Support minor QA checks on deliverables before client-facing milestones; assist with offboarding procedures and documentation
• Maintain accurate records across project management and client portal platforms
• Provide backup support for onboarding and website teams; participate in team meetings and contribute to SOP feedback and process improvement initiatives

Post-Launch Project Coordinator

Director

• Oversee end-to-end delivery of all Fractional COO & Coaching engagements, ensuring methodology consistency and client satisfaction across the portfolio.
• Directly manage, coach, and develop team leads and individual team members when needed; conduct regular 1:1s, performance reviews, and capacity planning.
• Work with the COO of SMB Team to build, refine, and enforce standardized financial frameworks including P&L management, cash flow forecasting, and balance sheet review for client engagements.
• Handle client escalations related to the departments led, while working with other departments when needed.
• Collaborate with the COO and senior leadership on fractional service product development, pricing, and operational scalability.
• Maintain business operating rhythms and systems within the fractionals team including KPI’s and quarterly boulder planning.
• Manage & optimize the department budgets including capacity planning of the delivery teams.
• Work with tech teams to build systems and processes including automations and AI assisted workflows

Director of Coaching, Fractional FCOOs

Implementation Specialist

• Configure and deploy AI tools as specified in Phase 1 engagement plans (e.g., Copilot for M365, Harvey, Clio Duo, Casetext, document automation tools).
• Build, test, and document automations and AI-assisted workflows using platforms such as Make, Zapier, Power Automate, or equivalent.
• Conduct technical environment setup: tenant configuration, user provisioning, API connections, integration testing, and QA validation.
• Perform data mapping and light data migration tasks required to support AI tool onboarding.
• Maintain implementation logs, configuration notes, and handoff documentation for each engagement in SMB Team’s systems.
• Troubleshoot and resolve technical issues during deployment; escalate blockers to the fCTO with clear documentation.
• Contribute reusable templates, implementation checklists, and workflow SOPs to the SMB Team practice library.
• Stay current on legal AI tooling and integration capabilities; proactively surface relevant updates or new options to the fCTO.
• Support the fCTO in pre-engagement scoping by assessing technical feasibility and effort estimates for proposed implementations.

AI Implementation Specialist

Bookkeeper

• Meticulously manage client trust accounts, ensuring 3-way reconciliation (bank statement, trust ledger, client ledger) to adhere to Bar regulations.
• Process monthly client invoices, track billable hours, and follow up on accounts receivable.
• Manage vendor bills, check requests, and expenses.
• Reconcile bank statements for operating and IOLTA accounts.
• Generate monthly profit and loss statements, balance sheets, and cash flow reports for firm partners.
• Handle payroll processing.

Law Firm Bookkeeper

Artificial Intelligence

• Conduct Phase 1 AI Readiness Assessments for small law firms (technology audit, data infrastructure mapping, compliance review, readiness scoring, opportunity analysis, tool demos, workflow implementation, and final report delivery)
• Deliver AI coaching sessions (2 per Phase 1 engagement) and serve as on-call AI advisor for Phase 2 retainer clients
• Maintain ongoing Phase 2 retainer relationships: monthly check-ins, dashboard maintenance, AI tool adoption oversight, and light IT/security tasks
• Manage client pipeline in coordination with SMB Team sales; contribute to pre-sales scoping calls and proposal support
• Stay current on legal AI tooling (Harvey, Clio Duo, Copilot for M365, Casetext, etc.) and update SMB Team’s recommended stack as the landscape evolves
• Document all client-facing work in SMB Team’s systems; contribute reusable templates and playbooks to the practice library
• Flag blockers, scope changes, or delivery risks to the CTO in a timely manner

AI Advisor, Client Facing Role

Customer Success Manager

• Maintains a real-time view of all active client accounts and their health status
• Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals
• Flags at-risk accounts before they escalate
• Owns and maintains a client health dashboard or tracking system
• Identifies patterns that precede client escalations and intervenes early
• Coordinates proactive outreach to clients showing warning signs
• Works with Team Leads to resolve issues at the team level before they arise
• Maintains a running log of near-misses and lessons learned
• Owns the response when a client escalation does occur
• Assembles and coordinates the right internal resources (cross-functional)
• Serves as the primary point of communication with the client during a crisis
• Manages timelines, follow-ups, and resolution commitments
• Conducts a structured debrief after every escalation or near-miss
• Identifies the process gap that allowed the issue to occur
• Bring findings to the VP to close gaps in existing SOPs
• Helps operationalize new procedures with Team Leads
• Acts as the primary resource and escalation path for Team Leads
• Ensures Team Leads have the playbooks, tools, and authority to act
• Runs regular check-ins with Team Leads to surface emerging client risks
• Coaches Team Leads on client communication and issue resolution

Client Success Manager

Account Manager

• Serve as point of contact and intermediary for our bookkeeping clients and accounting partner.
• Manage the onboarding and setup for bookkeeping clients and ensure a smooth experience.
• Oversee and facilitate communication to and from clients including answering all questions you can and finding answers quickly on the ones you cannot.
• Develop and maintain a quality assurance system to make sure our clients are receiving accurate books.
• Other duties could include assisting in the sale of this service, handling client matters, and attending events to represent this service to our clients.

Bookkeeping Account Manager

Business Development Rep

• In this role, you will proactively identify and engage new growth opportunities via targeted outbound engagement.
• This will require you to quickly and accurately set calendar appointments for Account Executives, while serving as a trusted advisor and consultant to clients.

Business Development Representative

Chief Operating Officer

• This is a player/coach role and this person will be responsible for working with clients and overseeing team members.
• Hold team members accountable to systems/processes
• Serve as 1st layer of manager to team, assisting with all client matters including upgrades, escalations, etc
• Helping team members work through client work when they get stuck
• Working with Team Leads in other departments to improve alignment on clients
• Work with the Director of Fractionals to improve systems & processes by passing information gained through 1/1's

Fractional COO, Team Lead

• Oversee end-to-end delivery of all Fractional COO, Fractional CFO, and Bookkeeping engagements, ensuring methodology consistency and client satisfaction across the portfolio.
• Directly manage, coach, and develop team leads and individual team members when needed; conduct regular 1:1s, performance reviews, and capacity planning.
• Work with the COO to build, refine, and enforce standardized financial frameworks including P&L management, cash flow forecasting, and balance sheet review for client engagements.
• Serve as escalation point for complex client financial situations; provide hands-on fractional support when required.
• Collaborate with the COO and senior leadership on fractional service product development, pricing, and operational scalability.
• Maintain business operating rhythms and systems within the fractionals team including scorecards and quarterly rock/boulder planning.