Client Success Manager

CLIENT SUCCESS MANAGER METRICS 85% weekly completion of categorizing transactions 100% weekly touch base with the client 85% month-end completion by the 10th of the month

• This position is a collaboration with clients and internal bookkeeping assistant(s). It will requirefrequent and excellent communication both internally and externally.SOLO WORK Touch base with clients weekly (whether you have questions or not). Phone call, text,email, etc. Voice is the Blue Skies preferred method. Answer any tactical questions clients have about their books and escalate any strategic questions. Create and implement client bookkeeping success plans. This will include a cadence of regular Google Meets.WORK TO BE DONE IN TANDEM WITH BOOKKEEPING ASSISTANT Categorize all transactions in the client's QBO feed weekly Accelo (or other workflow manager) - update weekly and monthly tasks as completed Make journal entries as needed Monthly Reconciling Monthly P&L Report (Either Excel Macros or LiveFlow link) Complete the budget sheet (if we are providing that service for the client)STANDARDS Core Values Positivity- Persevere with a positive attitude. Loyalty - Committed to clients, co-workers, and company. Ownership - Take responsibility for actions and outcomes. We Serve - Selfless dedication to others. Decision-Making Framework - all employees are empowered to make decisions andare expected to problem-solve before escalating issues (any problem raised must comewith 2 potential solutions); any employee can and should decide if they can meet these 3requirements, the outcome of the decision must be : Good for Customer(s) Good for Teammate(s) Cash Flow Positive for Business Hard & Fast Rules Communication Rules Respond to client communications within 24 hours (I business day),ALWAYS Email is not adequate communication. We know our clients are not goodat reading / responding to emails. If a client is not responding, we must follow up with a text or phone call and involve the manager as needed Communication Hierarchy - 1) phone call (if no response, detailed emailstating VM was left and you are following up, 2) text message, 3) email,4) Voxer, 5) FB Messenger, 6) singing telegram / passenger pigeon QuickBooks rules Do Not Auto-Add Transactions with Rules QuickBooks Payroll entries must be MATCHED every time; if not, there isan issue Categorizing Hierarchy - 1) check previous expenses, 2) check GoogleDocs of common vendors / expenses, 3) Google it, 4) check withbookkeeping teammates, 5) ask the client Always list a vendor for every expense in QuickBooks Do not categorize expenses to the header account, only to subaccounts Bank Account Integrity Never share any account info, even with the client (If this is upsetting to the client, you are welcome to pull in Janelle / Nick) Only store bank / cc / CRM / loan account info in client notes withinQuickBooks.
• To do this job, you must have : Reliable internet A phone capable of talk / text / Voxer App QuickBooks Certification Excel with Macros capability PDF viewing software (Adobe or other) Windows An Associates degree in accounting or comparable experience A cheerfully persistent disposition

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