Client Success Manager

Job Summary:
We're keen to bring on 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 angle. This role covers managing the relationship with the client and keeping clients satisfied, while also handling any HR-related issues or concerns the VAs may raise. On top of that, the position carries a sales element centered on identifying and chasing chances for growth and upselling with existing clients. The right candidate brings strong leadership skills, the ability to resolve issues, and experience 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, seeing that their needs are met and that they're happy with VA performance and service quality.
• Stay ahead of any concerns or issues the client may have and drive them to an effective resolution.
• Act as the account manager, building and maintaining strong relationships with clients to understand their business needs.

Sales Growth: Spot chances to expand services and upsell additional support or services to existing clients.

VA Management (HR Focus):

• Support VAs as they work through any challenges they face with clients, seeing that issues are handled promptly.
• Help VAs with any HR-related concerns, including conflict resolution, scheduling, and keeping communication between VAs and clients smooth.
• Coach and support VAs on strengthening their client relationships and working well within the team.

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

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

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

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

Night Shift Flexibility: While not required, 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
• Able to manage HR-related issues, such as resolving conflicts or handling VA concerns
• Strong problem-solving skills with a focus on staying ahead of issues
• Experience handling multiple tasks, schedules, and priorities in a dynamic environment
• Flexibility with working hours and adapting to the team's and client's needs
• Able to spot sales chances and drive business growth with existing clients

Preferred Skills:

• Experience running 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