Client Relationship Manager

VA Masters; Roxas; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

VA Masters seeks an Internal Team Lead and Client Account Manager to oversee client relationships while managing the VA team from an HR perspective. The role includes ensuring client satisfaction, resolving issues, and driving growth through upselling with existing clients.

You will lead the VA team, coach on client engagement, and ensure smooth communication between VAs and clients. Flexibility to work outside standard hours is preferred to support urgent cases.

Qualifications

• Strong leadership and account management experience with clients
• Excellent communication and interpersonal skills with a customer-first mindset
• Ability to resolve HR-related issues and conflicts for VAs
• Proactive problem solving and issue resolution
• Experience handling multiple tasks, schedules, and priorities

Responsibilities

• Serve as the main point of contact for clients, ensuring satisfaction with VA performance and service quality
• Identify opportunities to expand services and upsell with existing clients
• Support VAs in HR-related matters and conflict resolution, ensuring smooth communication
• Ensure internal processes, workflows, and systems operate efficiently
• Regularly report on team and client performance and identify improvement opportunities
• Be flexible to varying schedules and provide weekend/after-hours support when needed
• Willingness to work night shifts is a plus

Skills

Leadership

Account management

Client relationship management

HR handling

Conflict resolution

Communication

Sales / upselling

Problem solving

Team coaching

Job description

Job Summary

We're pleased to be searching for 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