Operations & Client Success Manager

Tavor Perry; Gingoog; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Tavor Perry is seeking an Internal Team Lead and Client Account Manager to oversee client relationships and manage the VA team from an HR perspective. The role blends client service with HR support and a sales element to upsell services.

You will ensure client satisfaction, resolve HR concerns for VAs, coach the team, and drive growth through proactive account management, scheduling, and effective communication across clients and VAs.

Qualifications

• Strong leadership and account management background with client relationship focus.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to handle HR-related issues and resolve VA concerns.
• Strong problem-solving with proactive issue resolution.
• Experience managing multiple tasks, schedules, and priorities.
• Flexibility with working hours to meet team and client needs.
• Ability to recognize sales opportunities and drive growth with existing clients.

Responsibilities

• Serve as the main contact for clients, ensuring needs are met and VA performance is satisfactory.
• Proactively address client concerns and coordinate effective resolutions.
• Manage accounts, building strong relationships to understand business needs.
• Identify opportunities to upsell services to existing clients.
• Support VAs with HR-related concerns and ensure smooth client communication.
• Oversee internal processes and workflows for efficiency.
• Regularly report on team and client performance with data-driven insights.
• Adapt schedules based on client needs and team requirements; weekend availability as needed.

Skills

Leadership

Account management

Communication

HR handling

Problem solving

Multi-tasking

Flexibility

Sales mindset

Tools

CRM tools

Job description

Job Summary:

We're adding a strategic and innovative Internal Team Lead and Client Account Manager to our team, someone who will manage client accounts while overseeing the VA team from an HR standpoint. You'll take charge of the client relationship and keep clients satisfied, while also resolving any HR-related issues or concerns VAs may raise. The role also includes a sales element focused on finding and acting on growth and upselling opportunities with existing clients. You're a strong candidate if you bring strong leadership skills, a talent for solving problems, and experience managing client expectations, handling HR matters for VAs, and driving business growth.

Key Responsibilities:

Client Relationship Management:

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

• Get ahead of client concerns or issues and see that they're resolved effectively.

• Act as the account manager, building 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):

• Help VAs handle any challenges they face with clients, making sure issues are dealt with promptly.

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

• Coach and support VAs in strengthening client relationships and working effectively within the team.

Process & System Oversight:

Keep internal systems, processes, and workflows running efficiently.

Reporting & Analysis:

Report regularly on team and client performance, identifying trends and using data to improve processes and outcomes.

Flexible Schedule Management:

Adapt to shifting schedules based on client needs and team requirements.

Availability:

Be on call outside standard working hours and on weekends for urgent client cases and VA support.

Night Shift Flexibility:

Not required, but being open to night work is a big plus.

Required Skills:

• Strong leadership and account management background, especially in managing client relationships

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

• Ability to handle HR-related issues, such as resolving conflicts or responding to VA concerns

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

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

• Flexibility with working hours and in adapting to the needs of the team and clients

• Ability to recognize sales opportunities 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