Client Success Manager

VA Masters; South Cotabato; On-site; PHP 446,000 - 781,000; Full time

Job summary

VA Masters seeks an Internal Team Lead and Client Account Manager to oversee the VA team from an HR perspective while managing client relationships and driving growth. The role combines leadership, client service, and HR support with a sales focus to upsell with existing clients.

The ideal candidate resolves client issues, coaches VAs, optimizes processes, and ensures smooth scheduling and communication across teams to deliver exceptional results.

Qualifications

• Experience leading client relationships and account management
• Ability to resolve client issues and manage VA HR concerns
• Proven sales mindset with upselling in service space
• Strong communication and interpersonal skills
• Ability to manage multiple tasks in a dynamic environment

Responsibilities

• Act as the main point of contact for existing and new clients, ensuring needs are met and VA performance is satisfactory
• Address client concerns proactively and see them through to a resolution
• Manage client relationships to understand business needs and act as account manager
• Spot chances to expand services and upsell to existing clients
• Support VAs with HR-related challenges, including conflict resolution and scheduling
• Coach VAs on strengthening client relationships and team collaboration
• Keep internal systems and workflows running efficiently
• Report on team and client performance and drive data-informed improvements
• Maintain flexibility in scheduling to meet client and team needs
• Be reachable outside regular hours for urgent client issues
• Willingness to work night shifts is a plus
• Remain adaptable to changing schedules and client requirements

Skills

Leadership

Account management

Communication

HR management

Problem-solving

Multitasking

Flexible scheduling

Sales/upselling

Job description

Job Summary:

We're looking for 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 involves managing the client relationship and keeping clients satisfied, while also addressing any HR-related issues or concerns the VAs may raise. On top of that, the position carries a sales element focused on spotting and pursuing chances for growth and upselling with existing clients. The right candidate brings strong leadership skills, a knack for resolving issues, and experience managing client expectations, handling HR matters for the VAs, and driving business growth.

Key Responsibilities:

Client Relationship Management:

• Act as the main point of contact for existing and new clients, making sure their needs are met and they're happy with VA performance and service quality.

• Address any concerns or issues the client raises proactively and see them through to a solid resolution.

• Serve as the account manager, building and maintaining strong relationships with clients to understand their business needs.

Sales Growth:

Spot chances to expand services and upsell additional support or services to existing clients.

VA Management (HR Focus):

• Support VAs through any challenges they run into with clients, making sure issues are handled quickly.

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

• Coach and support VAs on strengthening their client relationships and working well within the team.

Process & System Oversight:

Keep internal systems, processes, and workflows running efficiently.

Reporting & Analysis:

Report regularly on team and client performance, spotting trends and making data-driven decisions to improve processes and outcomes.

Flexible Schedule Management:

Stay adaptable to changing schedules, depending on client needs and team requirements.

Availability:

Be reachable outside regular working hours and on weekends for urgent client cases and VA support.

Night Shift Flexibility:

While not required, 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

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

• Strong problem-solving skills with a focus on getting ahead of issues

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

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

• Able to spot sales chances and drive business 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, especially in a service-oriented environment