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A global accounting outsourcing business has announced the appointment of a new vice-president as it looks to shore up its customer success focus.
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Outsourcing firm appoints new vice-president
18 January 2021
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The Outsourced Accountant (TOA) Global has appointed Trent McLaren as vice-president of client success.
Mr McLaren, who joins from Practice Ignition where he was head of accounting, will now be tasked with designing and leading TOA’s client engagement programs.
He will also be responsible for the global functional leadership of account management and client experience by supporting TOA’s North America, Australia/New Zealand and Philippines country managers in their regional efforts involving growth, retention and service excellence by training, mentoring and directing them and their teams.
TOA Global chief executive Craig Mansell said Mr McLaren’s deep knowledge of accounting firms’ challenges would give him a leg-up in helping clients succeed.
“As we continue to expand, we need to improve and remain focused on our clients’ success. Trent will bring in-depth knowledge and insights into how we partner best with our clients,” Mr Mansell said.
“Ultimately, it’s about value, the value we know that Trent will bring to our clients and TOA Global by representing the ‘Voice of the Customer’ in our strategic focus of helping clients succeed.”
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Mr McLaren, who recently moved back to Australia from the UK, and will soon be based out of San Diego in the US, said he was excited to join TOA at a pivotal time for the business.
“Time and time again, I’ve heard from firm owners that finding and retaining top talent is a huge problem for them, both mentally and financially,” Mr McLaren said.
“This in turn has a huge impact on small business clients not getting the right advice, at the right time, due to the lack of resource and capacity available to ship work or, in most cases, providing a bare minimum service.
“With access to the right people and the right technology, there isn’t a good reason why small businesses should be underserved by their accountant. I’m excited to funnel my energy, knowledge and experience into this new role and working with the global team.”
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