Hybrid Senior Manager, Bookkeeping and Payroll

Posted last month

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About the role

  • Lead, mentor, and develop the Onboarding and Account Management teams to provide exceptional bookkeeping service and client support
  • Oversee client onboarding, ensuring smooth transition from sales to bookkeeping service delivery with accurate financial processes and reporting
  • Drive customer retention by monitoring client health and proactively addressing client concerns
  • Establish best practices for bookkeeping account management, including regular client check-ins, satisfaction tracking, and escalation resolution
  • Implement standardized bookkeeping workflows and playbooks to enhance operational efficiency and customer experience
  • Collaborate with Sales, Delivery, and Customer Support to ensure a seamless customer journey and high service quality
  • Monitor key customer success and bookkeeping performance metrics and make data-driven improvements
  • Act as an escalation point for complex bookkeeping and financial issues and ensure timely resolution
  • Foster a culture of client advocacy, continuous learning, and process improvement within the Customer Success team

Requirements

  • Bachelor’s or Master’s degree in Accounting, Finance, or a related field
  • Bookkeeping or accounting certifications (e.g., CPB, CPA) are a strong plus
  • 7+ years of experience in bookkeeping, accounting services, or financial operations
  • At least 3+ years in a leadership or client success role
  • Proven experience leading and managing teams, particularly account managers and onboarding specialists
  • Deep understanding of bookkeeping processes, including accounts payable/receivable, payroll, reconciliations, and financial reporting
  • Strong experience designing and implementing bookkeeping workflows and financial process improvements
  • Track record of driving client satisfaction, retention, and revenue growth
  • Excellent communication, problem-solving, and relationship management skills
  • Strong analytical skills with a metrics-driven approach to monitoring and improving client success KPIs
  • Comfortable managing remote or geographically distributed teams

Benefits

  • Hybrid role with in-office days at downtown Vancouver
  • Opportunity to shape and lead the Customer Success function
  • Work with a talented and passionate team
  • Make a meaningful impact on clients
  • Culture of continuous learning and process improvement

Job title

Senior Manager, Bookkeeping and Payroll

Job type

Experience level

Senior

Salary

CA$90,000 - CA$110,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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