Account Manager

2 weeks ago

Vancouver, Canada Enkel Backoffice Solutions Inc. Full time

**About Us**
Enkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based accounting solutions and high-quality reporting to Canadian businesses and Not-for-Profit organizations. Our vision is to be the trusted partner of our clients, offering accurate and timely financial reporting that empowers better business decisions.

**What We’re Looking For**
We are seeking an experienced, detail-oriented, and proactive Account Manager to lead a team of bookkeepers and oversee the delivery of accounting services. In this leadership role, you will be responsible for ensuring the quality of bookkeeping, maintaining strong client relationships, managing a team, and offering strategic financial advice.

**What Your Day Looks Like**
As an Account Manager, you will oversee the day-to-day bookkeeping operations, ensuring accuracy and timeliness in client financial records. Your role will involve leading, mentoring, and supporting a team of bookkeepers, ensuring their professional growth. You’ll perform internal quality audits (IQAs), manage sales tax compliance, and maintain strong relationships with clients through regular communication. You’ll collaborate across departments to ensure service delivery meets client expectations and identify areas for process improvement. Additionally, you’ll manage a portfolio of client accounts, stay updated on industry trends and regulations, and ensure the overall success of your clients.

**Key Responsibilities & Goals**:

- **Client Success**
- Manage Client Relationships: Serve as the main point of contact, addressing any issues and ensuring client needs are met.
- Upselling Opportunities: Identify opportunities for adding value through additional services and collaborate with the sales team for potential upsells.
- Internal Collaboration: Work with the sales, delivery, and payroll teams to align deliverables with client goals.
- Client Communication: Ensure all client communications are responded to within 1 business day.
- **Escalations Management**
- Timely Response: Ensure a 100% response rate to escalations within 2-4 hours and create a resolution plan within 1 business day.
- Client Meetings: Meet with clients within 1 business day of an escalation to discuss and resolve issues.
- Escalation Resolution: Close all escalations within an agreed timeline, ensuring no recurrence by completing necessary process updates and training.
- **Quality Control**
- IQA Completion: Ensure 100% of IQAs are completed by the due date, and maintain a high-quality standard across your portfolio (95% of files in good condition).
- Addressing Quality Issues: Resolve any quality concerns promptly and ensure compliance with internal standards.
- **Team Enablement**
- Training and Support: Lead enablement sessions to improve overall quality and skills within the team.
- Office Hours: Hold office hours to address team questions and offer technical support.
- **Sales Tax Compliance**
- Timely Filings: Ensure 100% of sales tax filings (GST, HST, PST, PSB) are completed on time.
- Sales Tax Collaboration: Provide feedback and support to the preparation team and leverage tools to ensure client approval before filing.

**What You Bring**
- 5+ years of professional bookkeeping or accounting experience
- 3+ years of leadership or team management experience
- Expertise in full-cycle bookkeeping, year-end processes, and Canadian accounting and tax regulations
- Proven track record of managing client accounts and ensuring satisfaction
- Proficiency in accounting software (QuickBooks Online, Xero, etc.)
- Strong communication, organizational, and problem-solving skills
- A proactive, results-driven approach with a focus on continuous improvement
- Experience with non-profit organizations is a plus

**Additional Key Skills & Expectations**
- Core Skills: Expertise in Canadian GAAP, Accounting systems like QuickBooks Online, Xero, and Dext, along with strong problem-solving, communication, and organizational skills.
- Leadership Skills: Strong strategic thinking, conflict management, and accountability for team performance and client success.
- Growth Mindset: Willingness to stay updated on industry trends and continuously improve team processes and client services.

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