Account Manager

Job Summary:
We're in the market for a strategic and innovative Internal Team Lead and Client Account Manager who will act as a client account manager while overseeing the VA team from an HR perspective. You'll manage the client relationship and keep clients satisfied, while also resolving any HR-related issues or concerns the VAs raise. The position includes a sales element as well, focused on finding and pursuing growth and upselling opportunities with existing clients. The ideal candidate will have strong leadership skills, a knack for resolving issues, and experience managing client expectations, handling HR-related matters for VAs, and driving business growth.

Key Responsibilities:
Client Relationship Management:

• Be the main point of contact for existing and new clients, ensuring their needs are met and that they're happy with VA performance and service quality.
• Address client concerns or issues proactively and drive them to effective resolution.
• Serve as the account manager, building and keeping strong client relationships to understand their business needs.

Sales Growth: Uncover opportunities to expand services and upsell additional support or services to existing clients.

VA Management (HR Focus):

• Support VAs through any challenges they face with clients, making sure issues are resolved promptly.
• Guide VAs on HR-related concerns, including conflict resolution, scheduling, and smooth communication between VAs and clients.
• Coach and support VAs in improving their client relationships and working effectively as part of the team.

Process & System Oversight: Keep internal systems, processes, and workflows functioning efficiently.

Reporting & Analysis: Report regularly on team and client performance, highlighting trends and making data-driven decisions to improve processes and outcomes.

Flexible Schedule Management: Adapt to varying schedules depending on client needs and team requirements.

Availability: Be available beyond regular working hours and on weekends for urgent client cases and VA support.

Night Shift Flexibility: Not required, but willingness to work nights is a big plus.

Required Skills:

• Strong background in leadership and account management, particularly client relationship management
• Excellent communication and interpersonal skills, with a client-first mindset
• Ability to manage HR-related issues, such as resolving conflicts or responding to VA concerns
• Strong problem-solving skills grounded in proactive issue resolution
• Experience managing multiple tasks, schedules, and priorities in a dynamic environment
• Flexibility in working hours and in adapting to team and client needs
• Ability to identify sales opportunities and grow business with existing clients

Preferred Skills:

• Experience leading virtual teams and using client relationship management tools
• Familiarity with performance metrics and growth management strategies
• Experience in recruitment or HR-related roles is a big plus
• Sales or upselling experience, especially in a service-oriented environment