Client Success and HR Manager

vamasters, Inc.; Batac; On-site; PHP 600,000 - 900,000; Full time

Job summary

vamasters, Inc. in the Philippines seeks an Internal Team Lead and Client Account Manager who will balance client relationship management with HR oversight of the VA team.

The role emphasizes maintaining client satisfaction while guiding VAs and addressing HR concerns, with a sales component to grow existing accounts. You will lead the VA team, resolve client issues, coordinate scheduling, and report on performance.

Qualifications

• Strong leadership and client management experience.
• HR-related skills for VAs and client handling.
• Proactive problem-solving and issue resolution.
• Ability to manage multiple tasks in a dynamic environment.
• Sales mindset with upselling experience.

Responsibilities

• Be the primary client contact to ensure needs are met and satisfaction.
• Identify and resolve client concerns effectively.
• Develop and maintain strong client relationships and understand business needs.
• Find opportunities to upsell services to existing clients.
• Guide VAs through HR-related challenges and scheduling.
• Support HR concerns, including conflict resolution and communication.
• Coach VAs on building better client relationships and teamwork.
• Maintain and improve internal processes and workflows.
• Report on team and client performance and identify trends.
• Adapt schedules to client needs and be available for urgent cases, including night shifts when needed.

Skills

Leadership

Account management

Client relationships

Communication

HR handling

Problem solving

Multitasking

Sales opportunity spotting

Virtual team leadership

CRM tools

Tools

CRM software

HRIS

Job description

Job Summary:
We're glad to be hiring 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 angle. The role centers on managing the client relationship and keeping clients satisfied, while also taking care of any HR-related issues or concerns the VAs raise. It also includes a sales component focused on finding and pursuing growth and upselling opportunities with existing clients. The ideal candidate will bring strong leadership skills, a talent for resolving issues, and experience managing client expectations, handling HR-related matters for VAs, and growing the business.

Key Responsibilities:
Client Relationship Management:

• Be the primary point of contact for existing and new clients, making sure their needs are met and they're pleased with VA performance and service quality.

• Get ahead of any client concerns or issues and make sure they're resolved effectively.

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

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

VA Management (HR Focus):

• Guide VAs through any challenges they meet 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 running smoothly.

• Coach and support VAs on building better client relationships and working effectively as a team.

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

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

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

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

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

Required Skills:

• Strong background in leadership and account management, particularly with client relationships

• Excellent communication and interpersonal skills, with a client-first attitude

• Ability to deal with HR-related issues, such as settling 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 with working hours and adapting to team and client needs

• Ability to spot sales opportunities and grow business with existing clients

Preferred Skills:

• Experience leading virtual teams and using client relationship management tools

• Working 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 environment