Client Onboarding Specialist at Outsourced CFO

Job Description

• Outsourced CFO is looking for a Client Onboarding Specialist who will focus on creating delighted client experiences during the onboarding phase while identifying areas that would need to be scoped to ensure a world class finance function is available to the client.

Key Performance Areas:
Delighted Client Onboarding

• Approach client onboarding with a focus on delighting clients, and establishing an environment where clients can be efficiently serviced after transitioning to the production team.
• Manage the end-to-end onboarding process for clients, ensuring a smooth and positive experience.
• Collaborate closely with POD leaders to ensure clients are delighted with their onboarding journey.
• Identify and address potential risk areas (relating to both annual and monthly deliverables), ensuring clients are in compliance and well-prepared for continued monthly work.
• Establishes and reinforces trust the client has put in OCFO during the sales process, with the aim of having delighted, raving fan clients after the initial 3-month onboarding phase.
• Continuously assess and adjust scoping requirements as necessary.
• Oversee the accurate setup of client technology tools (Xero, Dext, SimplePay) for new clients, and regularly assess the adoption of basic tech stack within existing client base.
• Ensure adherence to proper onboarding Standard Operating Procedures (SOPs) for internal administration and CRM.
• Conduct regular weekly client calls to maintain clear communication.
• Effectively transition clients to the production team upon completion of onboarding.
• Assist in obtaining Client NPS feedback on a weekly basis.
• Ensure all new onboarding clients have gone through a properly reviewed quality control and compliance process by the end of the onboarding phase.
• Ensure adoption of SOP's for clients transitioned to the production team on a regular basis.

Special Projects

• As part of scoping clients' needs, the execution plan for these ad hoc engagements should be initiated and execution thereof managed or directly executed in a profitable manner
• Manage Xero Conversion projects with team
• Identify, scope and deliver on client reporting needs.

Business Development & Scoping

• Collaborate with the sales team to scope new leads and existing client requirements.
• Support POD leaders in identifying opportunities for upselling to existing clients.
• Assist the sales team in converting leads into successful sales.
• Ensure the scoping process is done thoroughly from the 1st conversation.

Internal Process & Training

• Train team members on updated methods and procedures related to client services.
• Continuously identify areas where SOP's and ideal client profiles need to be adjusted for future efficiencies.
• Implement new processes as needed to enhance the efficiency of the onboarding process.

Requirements

• The ideal candidate for this position is a CA(SA) with 2 years post article and project management experience.  Preference to candidates from accounting services background and based in Pretoria, Johannesburg or Cape Town.

Characteristics 

• Planning & Self-actualisation
• Attention to detail & Problem solving
• Analytical thinking & reality testing
• Leadership  & Independence
• Rule-following & Initiative

Skills and abilities

• Strong and effective management, time management, communication, technical and compliance skills
• Xero, Dext, SimplePay, Zoho experience (desirable)