Solutions Expert

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

About the Role

The Solutions Expert is the bridge between Sales and Service Delivery - the “Work Extractor” who captures value from deals right after a client deposits and before a Virtual Assistant (VA) is fully onboarded.

Your mission: prevent client drop-off, maintain post-sale momentum, and transform unclear goals into executable systems. You don’t wait for instructions — youhunt for clarity. Through discovery, auditing, and collaboration, you turn chaos into a ready-to-deploy workflow in record time.

You ensure every client feels supported, every VA is informed, and every deal transitions seamlessly from excitement to execution — all within the crucial first two weeks.

Strategic Purpose

• Act as a buffer between client deposit and VA onboarding.

• Prevent churn by maintaining engagement during the onboarding gap.

• Provide psychological reassurance through expert, high-touch interactions.

• Build the bridge between Sales wins and operational execution , ensuring Day 1 readiness.

Key Responsibilities

1. Client Auditing & Quality Assurance

• Sales Call Auditing: Review all closed deals to identify solution opportunities based on deal value, client goals, VA alignment, and churn risk factors.

• Deal Risk Management: Flag vulnerable accounts early. Design and execute proactive engagement strategies to keep clients warm and confident through the transition.

• Operational Diagnostics: Perform deep audits (emails, tools, calendars, websites, social platforms) to uncover “invisible work” and redundant routines ready for systemization.

2. Cross-Team Coordination & Pipeline Management

• Pipeline Tracking: Communicate continuously with theCustomer Success Management (CSM)andTalent Acquisition (TA)teams to monitor placement progress and operational readiness.

• Momentum Maintenance: Conduct strategic reach-outs to clients in motion between deal close and VA start date to maintain confidence and progress visibility.

• Information Syncing: Ensure all findings are shared back to internal partners, creating a consistent view of deal status and client expectations.

3. Discovery & Work Extraction

• Live “Shadowing” Sessions: Lead interactive sessions where you observe clients working via screen-share, narrate logic, and delegate documentation to the Bench VA in real time.

• The “Reverse Interview”: Identify thereal pain pointsby asking, “What’s one task making you want to quit your job?” rather than waiting for a handover list.

• Process Decomposition: Convert messy routines, voice notes, or screen recordings into clean, logical Standard Operating Procedures (SOPs) that a VA can execute without ambiguity.

4. Documentation & VA Enablement

• Findings Translation: Convert discovery insights into digestible, trainable documentation for VAs to ensure alignment and readiness before account handoff.

• Enablement Workflow: Summarize findings → share with VA → host a follow-up call to clarify questions and ensure full understanding of task logic.

• Bench Collaboration: Work physically on the office floor with Bench VAs to ensure nuanced understanding of the client before “Go Live.”

5. Systems Implementation & Operational Readiness

• Tech Setup: Deploy the Wing Tech Stack (LastPass, Slack, project tools) to secure accounts and enable Day 1 operational smoothness.

• Confidentiality Shielding: Present Wing’s security protocols to reassure clients and encourage openness during system setup.

Success Metrics

• The 24-Hour Win: Delivery of the first functional, approved SOP within 24 hours of the client deposit.

• Retention Velocity: Number of SOPs/tasks extracted and delegated within the first 7 days post-sale.

• Churn Prevention Rate: Percentage of clients who complete a shadowing session and remain engaged v/s going inactive pre-onboarding.

Requirements

• Business Intuition: Ability to look at a CEO’s workflow and instantly identify tasks ready for VA delegation.

• Technical Command: Deep fluency with G-Suite, Slack, CRM, and project management tools (Asana, Trello, ClickUp).

• Consultative Gravitas: Strong executive presence and communication skills to guide high-level clients efficiently through 15‑minute solution sprints.

• Cross-Team Agility: Comfort navigating multiple stakeholders and maintaining visibility across workstreams.