Operations & Client Success Manager

Job Summary:
We're on the lookout for a strategic and innovative Internal Team Lead and Client Account Manager who will act as a client account manager while also overseeing the VA team from an HR standpoint. This role involves managing the client relationship and ensuring client satisfaction, while also handling any HR-related issues or concerns the VAs may raise. The position also carries a sales component centered on spotting and pursuing growth and upselling opportunities with existing clients. The ideal candidate will bring 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:

• Act as the main point of contact for existing and new clients, making sure their needs are met and that they are happy with VA performance and service quality.
• Proactively tackle any client concerns or issues and see them through to effective resolution.
• Serve as the account manager, building and nurturing strong client relationships to understand their business needs.

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

VA Management (HR Focus):

• Help VAs work through any challenges they encounter with clients, making sure issues are handled promptly.
• Assist VAs with any HR-related concerns, including conflict resolution, scheduling, and keeping communication smooth between VAs and clients.
• Offer coaching and support to VAs on strengthening their client relationships and working effectively within the team.

Process & System Oversight: Make sure internal systems, processes, and workflows run 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 based 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, openness to working nights is a major plus.

Required Skills:

• Solid leadership and account management background, particularly in managing client relationships
• Excellent communication and interpersonal skills, with a client-first mindset
• Ability to handle HR-related issues, such as resolving conflicts or addressing VA concerns
• Strong problem-solving skills focused on proactive issue resolution
• Experience juggling multiple tasks, schedules, and priorities in a fast-changing environment
• Flexibility with working hours and adapting to the team's and client's needs
• Ability to spot sales opportunities and drive business growth with existing clients

Preferred Skills:

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