Overview
We are seeking an experienced bookkeeping professional with leadership experience to serve as our Senior Manager, Bookkeeping and Payroll. In this role, you will lead our Account Management and Onboarding teams, ensuring our clients receive outstanding bookkeeping services and ongoing financial operations support. Your expertise in bookkeeping, accounting processes, and client relationship management will be critical in driving retention, optimizing service delivery, and enhancing customer satisfaction.
This role involves overseeing a team of account managers and onboarding specialists who act as primary contacts for clients throughout their journey with Enkel. You will establish best practices for client onboarding in bookkeeping and payroll services, ensure seamless client transition, and foster a proactive approach to improving client retention and engagement. The ideal candidate will be a service-oriented individual with a strong bookkeeping and payroll background, extensive client-facing experience, proven team management skills, and a track record of delivering client success in a professional services environment.
Please note:
This is a full-time, hybrid role with in-office days at our downtown Vancouver location.
Key Responsibilities
- Lead, mentor, and develop the Onboarding and Account Management teams, ensuring they provide exceptional bookkeeping service and client support.
- Oversee client onboarding, ensuring new clients transition smoothly from sales to bookkeeping service delivery, with accurate financial processes and reporting in place.
- Drive customer retention by monitoring client health, ensuring accurate bookkeeping processes, and proactively addressing client concerns.
- Establish best practices for bookkeeping account management, including regular client check-ins (monthly/quarterly), satisfaction tracking, and timely resolution of escalations.
- Implement standardized bookkeeping workflows and playbooks to enhance operational efficiency and customer experience.
- Collaborate with internal teams (Sales, Delivery, and Customer Support) to ensure a seamless customer journey and high service quality.
- Monitor key customer success and bookkeeping performance metrics, making data-driven improvements to optimize service delivery.
- Act as an escalation point for complex bookkeeping and financial issues, ensuring timely and effective resolution.
- Foster a culture of client advocacy, continuous learning, and process improvement within the Customer Success team.
What You Bring
- 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, with at least 3+ years in a leadership or client success role.
- Proven experience leading and managing teams, particularly account managers and onboarding specialists, with a focus on high-performance service delivery.
- Deep understanding of bookkeeping processes, including accounts payable/receivable, payroll, reconciliations, and financial reporting.
- Strong experience designing and implementing bookkeeping workflows, financial process improvements, and customer success strategies.
- Track record of driving client satisfaction, retention, and revenue growth through proactive bookkeeping and client management.
- Excellent communication, problem-solving, and relationship management skills, with the ability to translate financial data into actionable insights for clients.
- Strong analytical skills with a metrics-driven approach to monitoring and improving client success KPIs.
- Comfortable working in a fast-paced, client-focused environment, with experience managing remote or geographically distributed teams.
Why Join Us?
- Opportunity to shape and lead the Customer Success function in a growing cloud bookkeeping firm.
- Work with a talented and passionate team dedicated to delivering high-quality bookkeeping and accounting solutions.
- Make a meaningful impact on clients by ensuring they receive expert bookkeeping support and financial insights.
- If you are a senior bookkeeping professional with leadership experience and a passion for client success, we'd love to hear from you!
