Client Success Manager

Job Summary:
We're calling on a strategic and innovative Internal Team Lead and Client Account Manager who will look after client accounts while also overseeing the VA team from an HR standpoint. You'll manage the client relationship and keep clients satisfied, and you'll also handle any HR-related issues or concerns the VAs raise. The role carries a sales element as well, centered on spotting and pursuing growth and upselling opportunities with existing clients. You'll stand out if you bring strong leadership skills, a knack for resolving issues, and experience managing client expectations, handling HR matters for VAs, and driving business growth.

Key Responsibilities:
Client Relationship Management:

• Act as the go-to contact for existing and new clients, making sure their needs are met and they're happy with VA performance and service quality.
• Get ahead of any client concerns or issues and see them through to a solid resolution.
• Serve as the account manager, developing and keeping strong client relationships so you understand their business needs.

Sales Growth: Find opportunities to broaden services and upsell additional support or services to existing clients.

VA Management (HR Focus):

• Help VAs work through challenges they encounter with clients, making sure issues are dealt with promptly.
• Support VAs with HR-related concerns, including conflict resolution, scheduling, and keeping communication between VAs and clients smooth.
• Coach and guide VAs on strengthening their client relationships and working well as part of the team.

Process & System Oversight: Make sure internal systems, processes, and workflows run efficiently.

Reporting & Analysis: Report regularly on team and client performance, picking up on trends and using data to improve processes and outcomes.

Flexible Schedule Management: Adjust to shifting schedules based on client needs and team requirements.

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

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

Required Skills:

• Strong leadership and account management background, especially in client relationship management
• Excellent communication and interpersonal skills and a customer-first mindset
• Ability to handle HR-related issues, such as resolving conflicts or addressing VA concerns
• Strong problem-solving skills with an emphasis on proactive issue resolution
• Experience handling many tasks, schedules, and priorities in a dynamic environment
• Flexibility with working hours and in adapting to the needs of the team and clients
• Ability to recognize sales opportunities and grow business with existing clients

Preferred Skills:

• Experience managing 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