Operations & Client Success Manager

Tavor Perry; Gapan; On-site; PHP 350,000 - 700,000; Full time

Job summary

Tavor Perry is seeking a strategic Internal Team Lead and Client Account Manager to oversee the VA team from an HR perspective, while managing client relationships and driving service growth. The role blends client success, HR support for VAs, and leadership across scheduling and performance reporting.

The ideal candidate will excel in coaching, conflict resolution, and delivering data-driven improvements, with flexibility for varying schedules and weekend support.

Qualifications

• Proven leadership and account management experience with clients.
• Ability to resolve client issues and manage HR concerns for VAs.
• Strong communication and interpersonal skills with a customer-first mindset.
• Experience driving growth and upselling services to existing clients.

Responsibilities

• Serve as main client contact to ensure satisfaction with VA performance and service quality.
• Lead client relationships and understand business needs.
• Oversee VA team from HR perspective and address HR-related concerns.
• Identify opportunities to upsell and expand services.
• Ensure internal processes and workflows run efficiently.
• Regularly report on team and client performance and trends.

Skills

Leadership

Account management

Client relationship management

HR handling for VAs

Sales growth

Communication

Problem solving

Scheduling

Tools

CRM software

Job description

Job Summary:

We're now hiring 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 role covers looking after the client relationship and keeping clients happy with the service, while also fielding any HR-related issues or concerns the VAs bring forward. Alongside that, the position holds a sales component centred on finding and pursuing openings for growth and upselling with existing clients. The right person will bring strong leadership skills, the ability to clear up issues, and experience managing client expectations, dealing with 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, making sure their needs are met and that they're happy with VA performance and service quality.
• Get ahead of any concerns or issues the client may have and see them cleared up effectively.
• Act as the account manager, forming and keeping strong relationships with clients so you understand their business needs.

Sales Growth:

Find openings to broaden services and upsell extra support or services to existing clients.

VA Management (HR Focus):

• Stand behind VAs as they work through any challenges with clients, making sure issues get dealt with promptly.
• Help VAs with any HR-related concerns, conflict resolution, scheduling, and keeping communication between VAs and clients running smoothly.
• Offer coaching and support to VAs on improving their client relationships and working well within the team.

Process & System Oversight:

Make sure internal systems, processes, and workflows are working efficiently.

Reporting & Analysis:

Report regularly on team and client performance, spotting trends and making data-driven decisions that improve 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 on 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 experience, especially managing client relationships
• Excellent communication and interpersonal skills, with a customer-first mindset
• Ability to deal with HR-related issues, such as clearing up conflicts or fielding VA concerns
• Strong problem-solving skills with a focus on getting ahead of issues
• Experience juggling several tasks, schedules, and priorities in a dynamic setting
• Flexibility in working hours and adapting to the team's and client's needs
• Ability to find sales openings and drive business growth with existing clients

Preferred Skills:

• Experience leading virtual teams and using 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, particularly in a service-oriented setting