Onboarding & Retention Solutions Lead

Wing Assistant; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

Wing Assistant is seeking a Solutions Expert to act as the bridge between Sales and Service Delivery, ensuring smooth handoffs from client deposit to VA onboarding and Day 1 readiness. You will audit deals, manage the onboarding pipeline, lead live shadowing sessions, translate findings into SOPs, and enable VAs with clear, runnable processes.

This high-touch role focuses on preventing churn and sustaining post-sale momentum in the first two weeks.

Qualifications

• Ability to look at a CEO’s workflow and instantly identify tasks ready for VA delegation.
• Fluency with G-Suite, Slack, CRM and project tools (Asana, Trello, ClickUp).
• Strong executive presence and communication skills to guide high-level clients efficiently through short solution sprints.
• Comfort navigating multiple stakeholders and maintaining visibility across workstreams.
• Analytical mindset to map chaotic processes into actionable SOPs.

Responsibilities

• Client Auditing & Quality Assurance: Review closed deals for opportunities based on value, goals, VA fit, and churn risk.
• Deal Risk Management: Flag vulnerable accounts and design proactive engagement strategies during transition.
• Operational Diagnostics: Audit emails, tools, calendars, websites, and social platforms to reveal hidden work for systemization.
• Cross-Team Coordination & Pipeline Management: Track progress with CSM and TA, keeping momentum and shared status.
• Discovery & Work Extraction: Lead live shadowing, conduct reverse interviews, and decompose processes into SOPs for VA execution.

Skills

Business intuition

Technical command

Consultative gravitas

Cross-team agility

Tools

G-Suite

Slack

CRM

Asana

Trello

ClickUp

Job description

Wing Assistant is seeking a Solutions Expert to act as the bridge between Sales and Service Delivery, ensuring smooth handoffs from client deposit to VA onboarding and Day 1 readiness. You will audit deals, manage the onboarding pipeline, lead live shadowing sessions, translate findings into SOPs, and enable VAs with clear, runnable processes.

This high-touch role focuses on preventing churn and sustaining post-sale momentum in the first two weeks.