23 September 2025
Client Services Manager
September 23, 2025
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Our client is on a mission to give New Zealand businesses smarter bookkeeping solutions so they can make better business decisions with confidence. What makes them different isn’t just their award-winning expertise, or their innovative technology lead approach; it’s their genuine care for the people behind every business. For us, client satisfaction isn’t a metric; it’s the heart of what we do.
About The Role
As Client Services Manager, you’ll be the voice and heart of their client experience. From the very first onboarding contact through to ongoing support, you’ll set the standard for how their clients experience.
This is more than a management role – it’s a customer experience leadership role. You will help guide their offshore team, nurture strong client relationships, and make sure every interaction reflects our Client’s promise: accuracy, trust, and care.
We are looking for someone who is passionate about making clients feel valued, someone who thrives on solving problems before they arise, and who sees service excellence as a calling, not just a job.
Key Responsibilities
Client Experience Management
- Own the full client journey, from onboarding, transition, through to ongoing service delivery, ensuring every client feels valued, understood, and supported.
- Act as the key point of contact for escalations, always aiming for swift, thoughtful, client-first resolutions.
- Regularly connects with clients to check in, gather feedback, and ensure they are receiving a comfortable level of support. Including achieving high results in the formal Net Promoter Score (NPS), by delivering genuine service excellence.
- Ensure transitions between teams are seamless, accurate, and stress-free for clients.
- Conduct structured Quarterly Business Reviews (Client 3-Point Reviews) with every client to assess their overall Health Score, focusing on: 1) Xero file data integrity, 2) the strength of the bookkeeper–client relationship, and 3) overall client satisfaction.
- Conduct Net Promoter Score (NPS) at the end of the onboarding phases.
- Liaise with client accountants and IRD on compliance, reporting, and out-of-scope queries.
- Ensure timely preparation of Spotlight and customised client reports.
- Oversee the preparation and accuracy of monthly client ad hoc invoicing, ensuring billing reflects agreed scope.
- Champion and drive the adoption of new technologies to ensure efficiencies are embedded in client processes, to make the client experience smoother, faster, and smarter.
- Oversee system integration work to ensure smooth client transitions.
- Contribute to the development and optimisation of internal systems, documentation, and process improvements.
- Maintain quality control for bookkeeping, compliance returns, and client monthly reports to ensure they meet the highest standards of accuracy and timeliness.
- Ensure adherence to industry/best practice standards, including development, implementation, and verification.
- Monitor and enhance workflow efficiency between Auckland and Offshore teams.
- Proactively identify opportunities to improve client systems and processes and recommend better ways of working where relevant.
- Represent the firm as a trusted, client-focused partner in every interaction.
- Proactively review client bookkeeping health and identify opportunities for up-selling or cross-selling additional bookkeeping services – such as debtor management or cashflow support – where these would genuinely benefit the client.
- Support the Business Manager and Director with client scoping, proposals, and onboarding conversations.
We are looking for more than just a Client Manager – we are looking for a Service Champion.
- Who you might be? The ideal candidate will have current or prior experience working in a Chartered Accounting or Bookkeeping firm within New Zealand working in a BAS or Senior Bookkeeping capacity.
- Solid experience using Xero and its ecosystem of connected apps (Dext, ApprovalMax, etc.) to streamline bookkeeping processes.
- A future-focused and curious mindset, excited by technology, automation, and AI, and eager to explore innovative ways to improve bookkeeping, reporting, and client experience.
- Confidence in communication and a genuine commitment to building strong relationships, client satisfaction, and service excellence.
- A proactive, solutions-focused approach with a “no problem too small” mindset.
- Strong organisational skills, attention to detail, and the ability to thrive in a fast-paced environment.
- Be part of a dynamic and forward-thinking business where customer care is the heartbeat.
- Work closely with leadership to influence business direction, including a renewed focus on customer excellence.
- Enjoy a competitive, market-tested salary benefits; including a monthly wellness day off for you.
- Balance of remote work from home and time in their modern Central Auckland office environment.
To discuss this role, feel free to connect with Harry Dev Singh for a confidential discussion.
Harry Dev Singh
harry@consult.co.nz
0204 048 4824
- Central Auckland office Hybrid work Monthly wellness day off
- Join a progressive, tech-led firm that genuinely values people
- Shape the client experience & build lasting relationships
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