Client Relationship Manager

Tavor Perry; Tanjay; On-site; PHP 500,000 - 1,000,000; Full time

Job summary

Tavor Perry in the Philippines seeks an strategic Internal Team Lead and Client Account Manager to own client relationships while overseeing the VA team from an HR perspective. You will drive service quality, resolve issues, and identify upsell opportunities to grow existing accounts, with a focus on collaboration and HR leadership.

The role requires strong leadership, excellent communication, and the ability to manage multiple priorities in a dynamic environment.

Qualifications

• Experience leading client-facing teams and managing client expectations.
• Proven ability to provide HR support for virtual assistants.
• Strong communication and issue-resolution skills.
• Ability to identify and pursue upsell opportunities.
• Capacity to manage multiple tasks and schedules in a dynamic environment.

Responsibilities

• Serve as primary contact for clients and VA team, ensuring satisfaction and service quality.
• Manage client accounts, address concerns, and drive growth through upselling.
• Provide HR support to VAs, including conflict resolution and scheduling.
• Coach VAs to strengthen client relationships and collaboration.
• Oversee processes and systems to keep workflows efficient.
• Report on team and client performance, spotting trends.

Skills

Leadership

Account management

Client relations

HR management

Problem solving

Multi-tasking

Communication

Sales awareness

Job description

Job Summary:
We're announcing an opening for a strategic and innovative Internal Team Lead and Client Account Manager who will handle client accounts while also overseeing the VA team from an HR perspective. You'll own the client relationship and keep clients satisfied, and you'll also address any HR-related issues or concerns the VAs bring up. A sales component rounds out the role, focused on finding and pursuing growth and upselling opportunities with existing clients. The successful applicant will have strong leadership skills, a talent for resolving issues, and experience managing client expectations, handling HR-related matters for VAs, and driving business growth.

Key Responsibilities:
Client Relationship Management:

• Serve as the primary contact for existing and new clients, ensuring their needs are met and that VA performance and service quality meet their expectations.

• Tackle client concerns or issues early and drive them to effective resolution.

• Work as the account manager, building and sustaining strong client relationships to understand their business needs.

Sales Growth: Pinpoint opportunities to grow services and upsell additional support or services to existing clients.

VA Management (HR Focus):

• Support VAs as they work through challenges with clients, making sure issues get resolved promptly.

• Assist VAs with HR-related concerns, including conflict resolution, scheduling, and smooth communication between VAs and clients.

• Coach and support VAs in strengthening client relationships and working effectively with the team.

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

Reporting & Analysis: Report on team and client performance on a regular basis, spotting trends and using data to improve processes and outcomes.

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

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

Night Shift Flexibility: Not mandatory, but being willing to work nights is a big plus.

Required Skills:

• Strong leadership and account management background, particularly in client relationship management

• Excellent communication and interpersonal skills and a customer-first mindset

• Ability to manage HR-related issues, such as resolving conflicts or handling VA concerns

• Strong problem-solving skills focused on proactive issue resolution

• Experience juggling multiple tasks, schedules, and priorities in a dynamic environment

• Flexibility with working hours and in adapting to the team's and client's needs

• Ability to identify sales opportunities and drive growth with existing clients

Preferred Skills:

• Experience 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, ideally in a service-oriented environment