About the role
Job Summary:
We're ready to welcome a strategic and innovative Internal Team Lead and Client Account Manager to serve as a client account manager while also overseeing the VA team from an HR angle. The role takes in holding the client relationship and keeping clients satisfied, while also handling any HR-related issues or concerns the VAs raise. On top of that, the position carries a sales component focused on spotting and pursuing opportunities for growth and upselling with existing clients. The right person will bring strong leadership skills, the ability to settle issues, and a background handling client expectations, taking on HR-related matters for the VAs, and driving business growth.
Key Responsibilities:
Client Relationship Management:
- Serve as the main point of contact for existing and new clients, seeing that their needs are met and that they're satisfied with VA performance and service quality.
- Take on any concerns or issues the client raises proactively and see them settled effectively.
- Act as the account manager, building and holding strong relationships with clients to grasp their business needs.
Sales Growth: Spot opportunities to widen services and upsell further support or services to existing clients.
VA Management (HR Focus):
- Back VAs through any challenges they meet with clients, seeing that issues get taken on promptly.
- Help VAs with any HR-related concerns, conflict resolution, scheduling, and keeping communication between VAs and clients running smoothly.
- Give coaching and support to VAs on strengthening their client relationships and working effectively in the team.
Process & System Oversight: See that internal systems, processes, and workflows run efficiently.
Reporting & Analysis: Report regularly on team and client performance, spotting trends and making data-driven decisions to lift processes and outcomes.
Flexible Schedule Management: Be adaptable to varying schedules, depending on client needs and team requirements.
Availability: Be available outside regular working hours and across weekends for urgent client cases and support for the VAs.
Night Shift Flexibility: While not mandatory, willingness to work nights is a big plus.
Required Skills:
- Strong leadership and account management grounding, especially in holding client relationships
- Excellent communication and interpersonal skills, with a customer-first mindset
- Capacity to take on HR-related issues, such as settling conflicts or handling VA concerns
- Strong problem-solving skills with an eye on proactive issue resolution
- Time spent carrying several tasks, schedules, and priorities in a dynamic setting
- Flexibility in working hours and adapting to the team's and client's needs
- Capacity to spot sales opportunities and drive business growth with existing clients
Preferred Skills:
- Background running virtual teams and client relationship management tools
- Familiarity with performance metrics and growth management strategies
- Time spent in recruitment or HR-related roles is a big plus
- Sales or upselling background, particularly in a service-oriented setting
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