Account Manager

vamasters, Inc.; Metro Manila; On-site; PHP 80,000 - 110,000; Full time

Job summary

vamasters, Inc. is seeking a strategic Internal Team Lead and Client Account Manager in the Philippines to manage client accounts and oversee the VA team from an HR perspective.

You will own client relationships, drive growth, and upsell additional services while guiding VAs through HR-related concerns and performance improvements. The role emphasizes leadership, proactive issue resolution, and the ability to manage multiple priorities in a dynamic, service-oriented environment.

Qualifications

• Strong leadership and account management background.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to deal with HR-related issues, such as resolving conflicts or addressing VA concerns.
• Strong problem-solving skills centered on 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 spot sales opportunities and grow business with existing clients.

Responsibilities

• Be the central point of contact for existing and new clients, ensuring needs are met and service quality is high.
• Address client concerns or issues promptly and ensure effective resolution.
• Work as the account manager, building and nurturing strong client relationships.
• Uncover opportunities to extend services and upsell additional support or services to existing clients.
• Guide VAs through challenges, assist with HR-related concerns, including conflict resolution, scheduling, and communication.
• Coach and support VAs to improve client relationships and teamwork.
• Keep internal systems, processes, and workflows functioning efficiently.
• Report on team and client performance, identify trends and drive improvements.
• Adapt schedules to client needs and team requirements.
• Be reachable outside normal hours for urgent client cases and VA support.
• Optional but a big plus for night shift availability.

Skills

Leadership

Account management

Communication

HR issue handling

Problem solving

Multi-tasking

Sales opportunities

Tools

CRM tools

Job description

Job Summary: Our search is on for a strategic and innovative Internal Team Lead and Client Account Manager who will manage client accounts and also oversee the VA team from an HR angle. You'll own the client relationship and keep clients satisfied, while also responding to any HR-related issues or concerns the VAs bring forward. The position includes a sales element too, focused on uncovering and following up on growth and upselling opportunities with existing clients. The person we picture has strong leadership skills, a talent for resolving issues, and experience managing client expectations, handling HR matters for VAs, and driving business growth.

Key Responsibilities: Client Relationship Management:

• Be the central point of contact for existing and new clients, making sure their needs are met and they're pleased with VA performance and service quality.
• Address client concerns or issues before they escape and make sure they're resolved effectively.
• Work as the account manager, building and nurturing strong client relationships to understand their business needs.

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

VA Management (HR Focus):

• Guide VAs through any challenges they run into with clients, making sure issues get handled promptly.
• Assist VAs with 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 within the team.

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

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

Flexible Schedule Management: Adapt to changing schedules according to client needs and team requirements.

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

Night Shift Flexibility: Optional, but a willingness to work nights is a big plus.

Required Skills:

• Strong leadership and account management background, particularly in managing client relationships
• Excellent communication and interpersonal skills with a customer-first mindset
• Ability to deal with HR-related issues, such as resolving conflicts or addressing VA concerns
• Strong problem-solving skills centered on 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 spot 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