Client Excellence Coordinator

Client Excellence Coordinator


Location: Clark
Work Arrangement: Remote, Fulltime
Shift: 9:00PM - 6:00AM | Monday - Friday

Unlock your potential! At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and Philippines, supporting our global clients in the accounting industry.

About this role. . .

The Client Excellence Coordinator (CEC) is a senior operational role reporting directly to the CEO/Founder and Business Manager. This position plays a critical part in connecting firm leadership strategy with day-to-day execution by owning Karbon workflows, KPI reporting, scheduling discipline, and Accounts Receivable processes through Karbon's integration with Xero.

The CEC serves as the firm's Karbon power user and operational anchor, ensuring work is properly scheduled, monitored, measured, billed, and collected, while providing leadership with clear, real-time visibility into performance, capacity, and cash flow.

This role blends client coordination, systems ownership, and financial operations, and requires someone who is proactive, highly organized, data-driven, and comfortable driving accountability across teams. The CEC partners closely with leadership to improve operational efficiency, protect revenue, elevate client experience, and support the firm's growth.

This is a new position with the potential to evolve into a longer-term internal leadership role as the firm continues to scale.

Key Responsibilities:

Karbon Workflow & Scheduling Ownership

• Serve as firmwide Karbon subject-matter expert
• Build, maintain, and optimize workflows, templates, automations, and task structures
• Enforce scheduling discipline across all departments
• Ensure jobs are created, assigned, and resourced properly
• Monitor due dates and proactively rebalance workloads
• Follow up with team members on overdue or stalled tasks
• Maintain accurate job statuses and pipeline visibility
• Support onboarding of new clients and set-up of engagements in Karbon
• Train staff on Karbon best practices and reinforce consistent usage

KPI Reporting & Operational Analytics

• Own weekly and monthly KPI reporting through Karbon and supporting tools
• Track WIP, realization, productivity, utilization, job completion, AR aging, and billing velocity
• Prepare dashboards and summary reports for leadership
• Identify bottlenecks, workflow risks, and revenue leakage
• Recommend process improvements based on data
• Support quarterly performance reviews

Accounts Receivable, Billing & Systems Integration (Karbon + Xero + Ignition)

• Manage end-to-end AR process using Karbon integrated with Xero
• Support Ignition proposal-to-billing workflows and ensure clean handoff into Karbon and Xero
• Draft and issue invoices
• Send client statements
• Monitor AR aging and coordinate collections
• Follow-up with clients on overdue balances
• Escalate problem accounts to management with recommendations
• Maintain accurate billing profiles, engagement records, and subscription arrangements
• Coordinate payment confirmations and update Karbon/Xero accordingly
• Support segmented revenue tracking when required
• Ensure Ignition engagements align with Karbon jobs and Xero billing records

Client Excellence & Communication

• Act as key coordination point for client administrative and billing matters

• Ensure professional and timely client communications

• Support smooth client onboarding and transitions

• Maintain organized client records and correspondence in Karbon

• Reinforce service standards and response-time expectations

Qualifications / Skills:

• Advanced hands-on experience with Karbon (required)
• Strong working knowledge of Xero including invoicing and AR
• Experience with Ignition (proposal management, client agreements, and billing integrations)
• Background in accounting or professional services preferred
• Strong workflow management and prioritization skills
• Solid understanding of AR and collections etiquette
• High attention to detail and organization
• Comfortable producing KPI reports and operational summaries
• Excellent written and verbal communication skills
• Strong systems and process mindset
• Systems thinker with operational discipline
• Proactive and solutions-oriented
• Comfortable holding teams accountable to schedules
• Data-driven decision maker
• Client-service focused
• High integrity and confidentiality
• Able to work independently while collaborating closely with leadership

WHAT'S IN IT FOR YOU

• A competitive salary
• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities
• Free & conveniently located onsite parking.

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME:Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL:We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW:We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG:We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Join TOA Global and experience the difference!

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.