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.