Client Success Manager

VA Masters; Oroquieta; On-site; PHP 600,000 - 840,000; Full time

Job summary

VA Masters in the Philippines is seeking an Internal Team Lead and Client Account Manager who will guide the VA team from an HR perspective while maintaining top-tier client relationships and spotting growth opportunities.

The role combines client management, HR support for VAs, and a sales component focused on upselling and expanding services. Strong leadership and proactive problem-solving are essential to keep clients satisfied and drive business growth.

Qualifications

• Strong leadership and account management skills.
• Excellent communication and customer-first mindset.
• Ability to handle HR-related issues and conflicts effectively.

Responsibilities

• Serve as the main point of contact for clients and ensure satisfaction.
• Identify and pursue opportunities to upsell services.
• Support VAs with HR-related concerns and scheduling to keep communication smooth.

Skills

Leadership

Account management

Customer-focused

HR support

Problem-solving

Multi-tasking

Flexible scheduling

Sales awareness

Tools

CRM tools

Job description

Job Summary

We're excited to bring aboard a strategic and innovative Internal Team Lead and Client Account Manager to serve as a client account manager while also overseeing the VA team from an HR angle. The post takes in looking after the client relationship and keeping clients satisfied, while also taking on any HR-related issues or concerns the VAs raise. On top of that, the position carries a sales component built around picking out and chasing opportunities for growth and upselling with existing clients. The right person will carry strong leadership skills, the capacity to settle issues, and a record of handling client expectations, taking on 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, seeing that their needs get met and that they're satisfied with VA performance and service quality.

• Take on any concerns or issues the client raises proactively and see them settled effectively.

• Act as the account manager, building and keeping strong relationships with clients to grasp their business needs.

Sales Growth

Pick out opportunities to widen services and upsell further support or services to existing clients.

VA Management (HR Focus)

• Back VAs through any challenges they meet with clients, seeing that issues get taken on promptly.

• Help VAs with any HR-related concerns, conflict resolution, scheduling, and keeping communication between VAs and clients running smoothly.

• Give coaching and support to VAs on lifting their client relationships and working effectively in the team.

Process & System Oversight

See that internal systems, processes, and workflows run efficiently.

Reporting & Analysis

Report regularly on team and client performance, picking out trends and making data-driven decisions that lift processes and outcomes.

Flexible Schedule Management

Be adaptable to varying schedules, depending on client needs and team requirements.

Availability

Be available outside regular working hours and across 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 footing, especially in keeping client relationships

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

• Capacity to take on HR-related issues, such as settling conflicts or handling VA concerns

• Strong problem-solving skills with an eye on proactive issue resolution

• Record of juggling several tasks, schedules, and priorities in a dynamic setting

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

• Capacity to pick out sales opportunities and drive business growth with existing clients

Preferred Skills

• Record looking after virtual teams and client relationship management tools

• Familiarity with performance metrics and growth management strategies

• Record in recruitment or HR-related roles is a big plus

• Sales or upselling footing, particularly in a service-oriented setting