Client Service Manager

Responsibilities

• Develop and implement workplans for new and existing clients.
• Ensure client service staff prepare and submit timely, accurate financial reporting (as required).
• Oversee special projects and consulting work, as appropriate.
• Identify, recommend, and implement transformational, value-added services using a CFO Mindset (e.g., systems/process improvements, board education, and training).
• Build relationships with client leadership (e.g., executive director, board members, finance chair, and key staff) with periodic check-ins.
• Prepare staff for and lead new-client kick-off meetings; manage staff and client transitions as needed.
• Ensure effective communication among staff, clients, and YPTC leadership.
• Assess and mitigate risks to support healthy client relationships; promptly identify and report at-risk or lost clients.
• Use the Client Review Framework to conduct client reviews (e.g., meet with clients and staff, review work products, and provide actionable feedback).
• Attend finance committee and board meetings to support client service staff, as needed.
• Monitor client service and staff activities, including: Partner with staff to keep YPTC accounts receivable current (no more than 30 days outstanding); follow up proactively as needed.
• Use YPTC Manager Console tools, reports, key performance indicators (KPIs), and key behavior indicators (KBIs) to manage the business and staff.
• Serve as an ambassador for YPTC culture by modeling and teaching staff how to apply the principles of the YPTC Way.
• Provide timely guidance on technical, software, and process questions to enable efficient, high-quality work.
• Deliver staff training as needed to support ongoing professional development.
• Conduct regular staff check-ins as an integral part of the organizational feedback loop.
• Document and address performance issues, follow up consistently, resolve conflicts, and support professional growth.
• Manage scheduling, utilization, and overtime to support work-life balance, including appropriate use of timesheet codes.
• Conduct annual performance reviews; evaluate accomplishments and support career development.
• Support Market Leaders with business development activities as needed: Conduct Potential New Client (PNC) meetings (including pre-meeting research), draft proposals, and follow up to close opportunities in a timely manner.
• Perform assessments to evaluate client needs and identify opportunities for additional services.
• Review client sponsorship requests, submit informed recommendations, and follow up as necessary.
• Attend industry conferences and targeted events to represent YPTC, build relationships, identify potential clients, and stay current on nonprofit market trends.
• Support recruitment and staff training efforts, including: Interview candidates and support the hiring process.
• Represent YPTC at recruiting events to attract talent and promote YPTC’s culture.
• Lead new staff orientation to support a positive, informed onboarding experience.
• Translate innovation into practice by incorporating firm-approved tools, systems, and process improvements (e.g., AI, reporting automation, workflows, and integrations) into daily work to improve quality, capacity, and efficiency.
• Lead adoption and change by communicating the purpose and impact of initiatives, reinforcing training expectations, identifying risks early, and connecting technology use to stronger judgment and outcomes.
• Uphold YPTC policies, procedures, and processes, including: Attend market manager meetings, monthly company-wide manager meetings, staff meetings, and other meetings as required.
• Ensure adherence to nonprofit accounting standards, regulatory requirements, and YPTC’s internal policies.
• Stay informed about industry trends and regulatory changes affecting nonprofit organizations and assist staff in understanding those changes as needed.
• Promote a culture of integrity, ethics, and confidentiality.
• Partner with YPTC Legal and Compliance, as needed, on contract, compliance, or other legal matters; keep Market Leader, Regional Director, and Chief Client Services Officer informed of significant issues and status updates.

Qualifications

• Bachelor’s degree in accounting, finance, or a related field required; advanced degree a plus.
• 7+ years of progressively responsible experience; nonprofit accounting experience required; public accounting and/or Controller/CFO experience preferred.
• Interest in learning and using multiple accounting software packages, Microsoft Excel, and rapidly evolving technologies (e.g., AI and automation).
• Demonstrated analytical and problem-solving skills; uses data and insight to assess issues, manage risk, and drive sound decisions.
• Proven experience leading and developing staff, including coaching, performance management, and workload prioritization.
• Strong ability to build and maintain trusted client relationships, serving as a trusted advisor.
• Collaborative mindset with a commitment to continuous improvement and delivering exceptional client service.
• Exceptional communication skills (verbal and written).
• Embraces and executes change management effectively.
• Exhibits tact and professionalism in resolving conflicts.
• Ability to work independently.
• Commitment to staying current on accounting updates and pronouncements, especially those affecting nonprofits.