Client Support

24 hours ago

Cape Town, Western Cape, South Africa Outsourced CFO Full time R500 000 - R600 000 per year

Outsourced CFO is looking for a Client Onboarding Specialist who will guide new clients through our process for integrating a new service into their business. This role requires strong communication, organizational, and technical skills to ensure a smooth transition, provide training, and help clients achieve their goals and maximize value. You will act as the primary point of contact for new clients.

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.

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)

Our OCFO values

  • Family first
  • Integrity matters
  • Switched on Thinking
  • Excellence in everything
  • Growth and success

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