Direct Client Service Specialist I at Vermont DMV managing daily mail operations and providing customer service. Requires strong attention to detail and independent decision - making within the Montpelier office.
About the role
- Head of Client Services overseeing service delivery across bookkeeping, accounts, tax, and payroll. Opportunity to shape client experience and lead a cohesive delivery team in a growing practice.
Responsibilities
- Own the end-to-end delivery of services across bookkeeping, accounts, tax, and payroll.
- Ensure SLAs are consistently met across all client types (Start, Traction, Growth, and standalone).
- Act as senior escalation point for complex or high-risk client situations.
- Continuously improve processes through automation, tooling, and client feedback.
- Safeguard not only technical accuracy but also the tone, clarity, and speed expected by startup clients.
- Lead, coach, and support the delivery team at all levels — from juniors to managers.
- Manage team capacity and utilisation, forecasting and allocating workloads effectively.
- Build a culture of accountability, autonomy, and continuous improvement.
- Develop future leaders and ensure knowledge-sharing through the Startup Accountancy Playbook.
- Own and evolve the internal ops stack (Karbon, Xero, Ignition, Tally).
- Document and improve processes to reduce errors and inefficiencies.
- Maintain and grow the Startup Accountancy Playbook, ensuring consistent delivery.
- Champion SOPs, training materials, and scalable workflows for each service line.
- Own delivery KPIs and reporting dashboards (quality, timeliness, efficiency, utilisation).
- Partner with the founders on quarterly planning, resourcing, and capacity modelling.
- Provide insights that shape pricing, resourcing, and commercial decisions.
- Lead recruitment and onboarding of senior delivery team members.
- Shape interview processes and structured onboarding plans.
- Foster a hiring culture that values clarity, curiosity, and cultural fit.
- Stay current on compliance, tax, and regulatory updates for startups.
- Ensure changes are embedded into internal processes and the Playbook.
- Provide senior oversight on technical delivery risks, ensuring quality review and documentation.
Requirements
- ACA or ACCA qualified, with 5+ years’ post-qualification experience.
- Proven experience managing client delivery in an accountancy practice (essential).
- Strong leadership track record: managing teams, capacity, and client portfolios.
- Tech-savvy, with experience leveraging modern practice tools to streamline delivery.
- Clear communicator who thrives in a fast-paced, growing environment.
- Ambitious — with an interest in progressing into equity and partnership in future.
Benefits
- Competitive package tailored to the right candidate’s experience and ambitions.
- Progression: Clear pathway to equity and partnership for the right candidate.
- Flexible working and a chance to shape the culture of a modern practice.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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