CLIENT MANAGER 360 – Next Generation Professional Development Course for Client Managers and Business Services Managers

Course Outline

Client Manager 360

The next-generation professional development course for Client Managers, Business Services Managers and emerging Business Advisory Managers in Public Practice

From managing jobs and clients to helping manage the firm.

The role of the Client Manager in accounting firms is changing. Technical competence and strong client service remain essential, but firms increasingly need managers who can take genuine responsibility for a portfolio of clients, lead people, manage workflow, understand commercial performance and identify opportunities without everything flowing back to the partner.

At the same time, AI is changing how accounting work is prepared, reviewed, analysed and communicated. The opportunity is not simply to automate existing tasks. It is to use AI to increase management capacity, improve insight and create more time for judgement, leadership and meaningful client conversations.

Client Manager 360 – Next Gen is an 8-module practical development course designed for Client Managers, Business Services Managers and emerging Business Advisory Managers.

The course develops capability across five interconnected areas: Clients | People | Workflow | Performance | Growth

A key feature of the course is the Client Manager 360 Operating System. Across the eight modules, participants progressively build a practical set of tools for managing their portfolio, team, workflow, clients and growth opportunities.

This course consists of 8 modules and is worth 16 CPD Hours. Learners have 12 months to complete the course.

The course commences on 1st October 2026. Registrations now available at earlybird rate.

Course Content

Module 1 – The Client Manager Has Changed
Move from senior accountant to 360° portfolio leader.

Explore how the Client Manager role is evolving and what firms increasingly expect from managers who take responsibility beyond individual jobs.

• Understanding the Client Manager role across Clients, People, Workflow, Performance and Growth.
• Moving from technical seniority to genuine management responsibility.
• Determining what should be retained, delegated, automated or escalated.
• Assessing how the Client Manager role changes in an AI-enabled accounting firm
• Operating System Output: Personal Manager 360 Scorecard.

Module 2 – Run Your Portfolio Like a Business
Move from job management to portfolio intelligence.
Develop a stronger understanding of the overall commercial health of a client portfolio and identify the clients, jobs and issues that genuinely require management attention.

• Understanding the key commercial indicators of portfolio performance.
• Identifying issues including WIP, write-offs, debtors, recoverability and scope creep.
• Prioritising clients and jobs requiring management intervention.
• Using data and AI-assisted analysis to support better portfolio decisions.
• Operating System Output: Portfolio Intelligence Dashboard & Client Attention Map.

Module 3 – Orchestrate the Work
Manage people, technology, automation and capacity as one workflow system.
Move beyond tracking jobs and reacting to deadlines to actively managing how work moves through the firm.

• Moving from reactive workflow management to forward planning.
• Identifying capacity constraints, bottlenecks and emerging workflow risks.
• Determining when work should be delegated, automated, outsourced or redesigned.
• Developing an exception-based approach to workflow management.
• Operating System Output: Next Gen Workflow & Capacity Map.

Module 4 – Build a Team That Needs You Less
Move from problem-solver to capability builder.
Develop a team that can take greater responsibility, solve problems and make appropriate decisions without relying on the manager for every answer.

• Delegating responsibility at the appropriate level.
• Coaching team members to develop greater independence and judgement.
• Using review and feedback to build capability rather than simply correct work.
• Managing the impact of AI on staff development, learning and accountability.
• Operating System Output: Team Capability & Delegation Matrix.

Module 5 – Know the Client Before They Call
Move from reactive relationship management to client intelligence.
Develop a more proactive approach to managing client relationships by bringing together financial information, business knowledge, previous conversations and emerging issues.

• Developing a broader understanding of the client’s business, priorities and circumstances.
• Recognising signals that indicate a client requires attention.
• Preparing for more proactive and commercially focused client conversations.
• Using AI and available information to improve client insight without losing the human relationship.
• Operating System Output: Client Intelligence Profile & Proactive Contact Plan.

Module 6 – Build an Opportunity Radar
Find the next conversation before the client asks.
Use information already available through accounting, tax, bookkeeping and client conversations to systematically identify genuine advisory and service opportunities.

• Recognising financial, operational and business triggers that warrant further discussion.
• Identifying advisory and service opportunities arising from existing client work.
• Using discovery questions to move conversations beyond compliance.
• Creating a systematic process for identifying and progressing opportunities across the portfolio.
• Operating System Output: Client Opportunity Radar & Pipeline.

Module 7 – Build Your AI Co-Manager
Increase management capacity without outsourcing judgement.
Develop practical and repeatable ways of using AI across the Client Manager role to improve efficiency, insight and preparation.

• Identifying where AI can increase management capacity and effectiveness.
• Building AI-assisted workflows across portfolio management, workflow, clients and communication.
• Using AI to assist with analysis, meeting preparation, research and team development.
• Establishing appropriate controls around confidentiality, quality, human review and accountability.
• Operating System Output: AI Client Manager Playbook.

Module 8 – Run Your Client Manager 360 Control Room
Bring Clients, People, Workflow, Performance and Growth together.
Integrate the tools developed throughout the course into a practical management system that helps the Client Manager determine what has changed, what needs attention and what action is required.

• Bringing portfolio, team, workflow, client and growth information into one management view.
• Establishing effective weekly, monthly and quarterly management rhythms.
• Managing by exception and determining when intervention or escalation is required.
• Translating course learning into clear priorities and a practical 90-day implementation plan.
• Operating System Output: Client Manager 360 Control Room & 90-Day Action Plan.

The Client Manager 360 Operating System

By the end of the course, learners will have developed their own practical management system comprising:

• Personal Manager 360 Scorecard
• Portfolio Intelligence Dashboard & Client Attention Map
• Next Gen Workflow & Capacity Map
• Team Capability & Delegation Matrix
• Client Intelligence Profile & Proactive Contact Plan
• Client Opportunity Radar & Pipeline
• AI Client Manager Playbook
• Client Manager 360 Control Room & 90-Day Action Plan

The learner completes the course with more than knowledge. They leave with a practical system they can continue using to manage their portfolio, team, clients and responsibilities.

Course Structure

• Learners can complete courses at a place that suits them, within and outside work hours
• Each learner will have a dedicated login to give them personal access to their course
• Module material includes online presentations, workbooks, PowerPoint Slides, templates, scripts and articles
• All modules also incorporate formal qualitative assessment tasks that encourage learners to develop practical actions demonstrating understanding of the concepts
• All assessment tasks are scored, with directed feedback to learners on their response
• As the learner progresses, they develop their personal SMART action list to drive change
• Managers are able to see at a glance how their staff are progressing
• All learners have access to course content for 12 months following their enrolment

Learning Process

Our self-paced eLearning courses follow a 4-step process in relation to learning objectives:

All modules are structured with specific learning objectives and assessment tasks. Learners are expected to demonstrate that they understand learning objectives and can apply concepts through completion of the assessment tasks. A SMART action planning template is used to consolidate specific actions and to ensure that a timeframe for completion is established and followed. Regular review of progress is ensured through commitment to completing the course.