Employer: MuseMinded

Mission

As the primary contact for clients, the mission of a MuseMinded Bookkeeper is to be the face of radical customer care for the organization. They are the driving force for delivering high quality books on time to a portfolio of clients.

Outcomes

Ensure that all clients in the portfolio consistently have their books closed and deliverables sent by the 15th of every month

All bank transactions are to be coded by the Bookkeeper
Coordinate with the Bookkeeping Support team to ensure microtasks get completed on time

Complete the first round of review on each client in your portfolio, with an eye for accuracy and consistency

Zero material errors make it to the client

If a mistake is the result of trying something new or is an error of execution, then we will be understanding of first-time mistakes and will chalk it up as a learning experience
Because we’re committed to quality, repeated mistakes of execution are not okay. We have systems and training to minimize errors and frameworks in place for accountability. The client should never be on the receiving end of our errors

Swift client response turnaround timeframe

All inquiries received from clients will be acknowledged within 3 business hours, including a commitment to a follow-up deadline
All commitments and expectations given to a client will be met

Achieve a NPS of 90 or higher for your portfolio of clients

Net Promoter Score measures customer loyalty and correlates with how well we are meeting and exceeding expectations. (More on NPS here)

A 90+ NPS is very difficult to achieve and only the most customer-centric companies in the world hit those marks
As a primary point of contact for clients, you will play a central role in developing and implementing methods for delighting clients

Serve as a knowledge source for basic bookkeeping questions pertaining to the portfolio clients

While MuseMinded Operators are the ultimate resource for domain knowledge and judgement calls, the Bookkeeper will be the “first stop” for addressing clarification requests or communicating nuances to the Bookkeeping Support team

For any matters requiring a large degree of attention/judgement, we will address them with a different system that we call Issues Tracking.

Embody a project manager spirit for the portfolio of clients

Each client’s financials are to be viewed as a “project” which houses many tasks. Most of these tasks are completed by several different members of the Bookkeeping Support team
The Bookkeeper is responsible for ensuring that no task is forgotten or overlooked throughout the project’s monthly cycle, all are completed thoroughly and in a timely manner, and that they are executed with consistency from month to month

Prioritize the client’s experience/success by understanding the entire bookkeeping cycle that needs to be completed for each client and monitoring its success while tasks are being passed from hand to hand throughout it

Handle additional bookkeeping tasks outside of coding for high-touch clients within the portfolio

There will inevitably be tasks within the bookkeeping cycle that require a level of customer interaction or attention to detail higher than what the Bookkeeping Support team can provide. These will be the responsibility of the Bookkeeper (sometimes through email communications and occasionally on video calls with clients)

Actively involved in the company’s internal culture

We value a culture of camaraderie, mutual support and care, and shared success

There are some regular and occasional relationship-building initiatives and meetings that take place during regular working hours. We expect everyone on our team to appreciate/value these activities and come ready to participate in them

Competencies

Communication/English fluency

Speaks and writes clearly and articulately in English. Maintains this standard in all forms of communication, including email. Ensures that key information is shared timely, clearly, kindly, and respectfully.

Accounting Degree

Proven completion of education in the accounting field. Understands many aspects of a client’s overall financial health and performance in order to provide a higher level of client service.

Attention to detail

Does not let important details slip though the cracks or derail a project.

Initiative/proactivity

Acts without being told what to do. Brings new ideas to the company.

Honesty/integrity

Does not cut corners ethically. Earns trust and maintains confidences. Does what is right and speaks truthfully.

Empathy

Exhibits passion and care around each client’s success. Commits to understanding a client’s pain points and prioritize their resolution.

Reliability

Focused on working for the good of their team and organization. Willingly follows processes and procedures, rarely misses work or appointments, and always warns others in advance if it seems they might fail to meet commitments.