Client Manager

WE ARE HIRING: Client Manager

Location: Sri Lanka
Work Mode: Remote
Working Hours: Australian business hours
Employment Type: Full time / Offshore Contractor
Industry: Australian Accounting / Financial Services / Public Practice

Role Overview

We are seeking a highly organized, proactive, and client-focused Client Manager to manage client relationships, workflow coordination, lodgement deadlines, onboarding, billing hygiene, and communication for a portfolio of Australian business-owner clients.

The selected candidate will be responsible for ensuring clients are kept informed, jobs move smoothly through the workflow, accountants and advisers are coordinated effectively, compliance deadlines are met, and the overall client experience is proactive, organized, and reliable.

Key Responsibilities

Client Relationship and Communication

• Act as the day-to-day point of contact for a portfolio of clients.
• Communicate clearly and professionally with clients in writing and on video.
• Proactively update clients on job progress, deadlines, outstanding items, and next steps.
• Chase outstanding client information to ensure jobs are not delayed.
• Handle routine client queries and identify when adviser or senior accounting support is required.
• Keep clients informed without over-communicating or creating confusion.
• Respond to client concerns professionally and help resolve issues in a timely manner.
• Maintain a warm, organized, and proactive client service experience.

Workflow and Job Ownership

• Own the workflow for the assigned client portfolio.
• Ensure every job has a clear status, owner, due date, and next action.
• Coordinate accountants and advisers to ensure work is prepared, reviewed, and lodged on time.
• Track lodgement deadlines for BAS, tax returns, and other compliance work.
• Ensure deadlines are not missed by monitoring workflow boards and following up early.
• Keep practice software, workflow tools, CRM records, and client job statuses accurate and current.
• Identify stalled jobs and take action to move them forward.
• Escalate deadline risks, workflow delays, or client-related issues before they become urgent.
• Maintain strong visibility across multiple client jobs and priorities.

Client Onboarding and Compliance Coordination

• Support smooth onboarding of new clients.
• Coordinate engagement letters, data collection, client details, and onboarding requirements.
• Assist with ATO agent linking and related client setup requirements.
• Set clear expectations with new clients regarding timelines, communication, documents, and responsibilities.
• Collect basic information required to start compliance work, including entity details, structure, prior-year records, accounting system access, GST status, payroll details, and agreed scope.
• Ensure onboarding documentation and client records are complete, accurate, and properly maintained.

Commercial Hygiene and Billing Support

• Ensure client work is properly scoped, engaged, and billed.
• Identify out-of-scope client requests and flag them before work is completed.
• Support debtor follow-up to ensure completed work is paid.
• Maintain awareness of scope, billing, engagement terms, and client expectations.
• Spot potential service needs or cross-sell opportunities and pass them to the adviser or senior team.
• Protect workflow efficiency, service quality, and commercial discipline across the portfolio.

Practice Systems and Reporting

• Maintain accurate and up-to-date records in practice workflow tools and CRM systems.
• Use tools such as XPM, Ignition, CRM, or similar practice software to manage client workflows.
• Track information requests, lodgements, job progress, client communication, and billing-related actions.
• Prepare status updates, workflow summaries, and portfolio reports when required.
• Support improvements in workflow processes, client communication, and internal coordination.
• Ensure all client records, notes, follow-ups, and deadlines are documented properly.

Candidate Profile

• Minimum 3 years of experience in an Australian accounting practice.
• Experience in a client-facing, workflow coordination, practice management, client management, or accounting support role.
• Good understanding of the Australian accounting compliance cycle, including BAS, tax returns, lodgement deadlines, ATO processes, and client document requirements.
• Familiarity with ATO agent linking and basic business client onboarding requirements.
• Experience using practice workflow tools and CRM systems such as XPM, Ignition, or similar platforms.
• Strong organization and follow-through skills.
• Ability to manage a portfolio of clients, deadlines, and job statuses without letting tasks drop.
• Excellent written and spoken English communication skills.
• Ability to communicate confidently and warmly with clients through email, calls, and video meetings.
• Strong client service mindset with the ability to set expectations and close communication loops.
• Highly proactive, systematic, and able to chase information without waiting to be reminded.
• Good understanding of scope, billing hygiene, debtor follow-up, and out-of-scope work.
• Ability to stay calm and organized when multiple deadlines are due at the same time.
• Strong attention to detail and commitment to accurate system updates.
• Ability to work independently during Australian business hours.
• Professional, reliable, accountable, and comfortable working with offshore and remote teams.

Preferred Candidate Profile

• Candidates with direct experience managing client workflows in an Australian public practice environment.
• Candidates who understand BAS, tax return lodgement cycles, client information collection, and ATO-related administration.
• Candidates who are confident communicating with Australian clients and internal accounting teams.
• Candidates who are highly organized, proactive, calm under deadlines, and strong in closing loops.
• Candidates with experience in XPM, Ignition, Xero, or other practice management and accounting workflow tools.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for an organized and proactive professional to fill the role of Client Manager.

Apply now and see how you can be the perfect fit for this exclusive opportunity!

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