Client Relationship Manager

Job Summary: We're excited to welcome a strategic and innovative Internal Team Lead and Client Account Manager who will serve as a client account manager while also overseeing the VA team from an HR perspective. This role will involve managing the relationship with the client and ensuring client satisfaction, while also addressing any HR-related issues or concerns the VAs may have. Additionally, this position will have a sales component focused on identifying and pursuing opportunities for growth and upselling with existing clients. The ideal candidate will possess strong leadership skills, the ability to resolve issues, and experience in managing client expectations, handling 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, ensuring their needs are met and that they are satisfied with VA performance and service quality.
• Proactively address any concerns or issues the client may have and ensure effective resolution.
• Act as the account manager, building and maintaining strong relationships with clients to understand their business needs.

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

VA Management (HR Focus):

• Support VAs in navigating any challenges they face with clients, ensuring that issues are addressed promptly.
• Help VAs with any HR-related concerns, including conflict resolution, scheduling, and ensuring smooth communication between VAs and clients.
• Provide coaching and support to VAs on improving their client relationships and working effectively in the team.

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

Reporting & Analysis: Regularly report on team and client performance, identifying trends and making data-driven decisions to improve processes and outcomes.

Flexible Schedule Management: Be adaptable to varying schedules, depending on client needs and team requirements.

Availability: Be available outside of regular working hours and on 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 background, especially in managing client relationships
• Excellent communication and interpersonal skills, with a customer-first mindset
• Ability to manage HR-related issues, such as resolving conflicts or handling VA concerns
• Strong problem-solving skills with a focus on proactive issue resolution
• Experience in handling multiple tasks, schedules, and priorities in a dynamic environment
• Flexibility in working hours and adapting to the team's and client's needs
• Ability to identify sales opportunities and drive business growth with existing clients

Preferred Skills:

• Experience in managing virtual teams and 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, particularly in a service-oriented environment