Client Onboarding Lead, Cloud Accounting

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee all phases of client onboarding from the initial kickoff to final handoff.

• Collect necessary financial documents, system access, and background information.

• Configure clients in core systems including QBO/Xero, Dext, Plooto, Karbon, and Ignition.

• Manage client offboarding, ensuring data transfer, access removal, document and work-item archiving, and communication of subsequent steps.

• Create and enhance onboarding templates, checklists, and standard operating procedures (SOPs).

• Develop scalable workflows customized to meet client requirements.

• Review client processes such as accounts payable, accounts receivable, payroll, month-end, and expense management.

• Detect gaps and inefficiencies, implementing improvements, automation opportunities, and system upgrades.

• Collaborate with accounting, payroll, tax, and learning & development teams to establish best practices and training resources.

• Establish custom client reporting during the onboarding process.

• Address and resolve issues related to systems, processes, and communication.

• Identify recurring problems and implement sustainable solutions.

• Track onboarding and client health metrics, escalating issues to departmental leaders as necessary.

• Cultivate client relationships and provide training on cloud tools and processes.

• Conduct regular check-ins during intensive onboarding phases and process improvements.

• Enhance client retention through ongoing communication and quality service.

• Perform semi-annual evaluations with team members to gauge client satisfaction and support avenues.

• Work with Advisory and Operations on special projects, out-of-scope tasks, and catch-up work.

• Share ongoing pain-point feedback with the Operations team.

• Participate in internal meetings to discuss onboarding progress, insights, and client-related risks.

⛳️ Requirements

• 2-3 years of experience in a client-facing role within public accounting.

• Proficiency in cloud accounting software such as Xero and/or QBO is mandatory.

• Must successfully complete a criminal background check and/or education and employment verification.

• Remote work is a requirement.

• High-speed internet access is essential.

• Availability during core business hours is necessary.

• Highly organized and detail-oriented.

• Outstanding client service orientation.

• Ability to ask insightful questions and quickly learn new tools.

• Self-motivated individual who takes initiative and follows through on tasks.

• Strong attention to detail and exceptional organizational skills.

• Excellent communication and customer service capabilities.

• Adaptability and effective problem-solving skills.

• Proficient in time management and multitasking.

• Collaborative attitude and proactive in team environments.

🏝️ Benefits

• 5 Personal Days.

• 10 Vacation Days.

• 1 week off during the winter holidays.

• 100% Employer-paid Health benefits (medical, dental, disability, life insurance).

• Flexible health spending account.

• RRSP matching program.

• Fully remote work arrangement.

• High-speed internet access is required for remote work.