Client Success Manager

Are you skilled at building enduring, trust-based relationships with Virtual Assistants (VA) and their clients? Do you excel at ensuring client needs are met while overseeing complex campaigns? The VA Group invites you to apply for our Client Success Manager position to join our results-driven, client and employee-centric team.

Why Choose The VA Group

Become a key player in a team committed to delivering excellent customer experiences.
Competitive base salary coupled with performance-based bonuses.
Leadership development and work-life balance are at the core of our work culture.
All team interactions are virtual, offering you location flexibility.
Be hired today and get a $150 sign-on bonus on your 3rd month!

Duties and Responsibilities include but are not limited to:

– Oversee and micromanage Virtual Assistants
– Coordinate communication between clients and Virtual Assistants
– Engage in daily communication with VAs and weekly calls with the clients to comprehend their needs and articulate the value of our services
– Conduct weekly client calls if needed
– Make sure that the end-of-day reporting is clear and concise and that they did a full day of work
– Monitor the performance of their Virtual Assistants and provide feedback to them and your direct reports
– Implement continuous improvement strategies to enhance the VA’s performance
– Answer client queries and resolve complaints within a 24-hour Turnaround Time (TAT), extending to 48 hours only when absolutely necessary
– Work collaboratively with other departments for a unified client experience
– Provide smooth and professional offboarding of clients, as needed

Qualifications:

– Bachelor’s degree in Business, Management, or a related field.
– A minimum of 3 years of experience in managerial positions, preferably in client success or account management.
– Proficient in CRM and Project Management software.
– Strong analytical, communication, and leadership skills.

Technical Requirements:

– USB Headset with Noise Cancellation feature
– Working Webcam
– Primary and backup computer: at least i5 to i7 processor with 8GB RAM
– Main Internet Service Speed: at least 25 Mbps wired connection
– Backup Internet Service Speed: at least 10 Mbps

Compensation and Benefits

Starting hourly base salary of $6.50.
Incentive Structure:
$10 for each campaign retained for 30 days post the first Go-Live week
$20 for each campaign retained for 60 days, an additional $20 after 90 days
$75 for each campaign retained for 6 months
Operational Details

Standard working hours: 8 AM – 5 PM PST
– Direct Report: Client Success Director
– COVID-19 Precaution: All interactions will be virtual.

If you are a strategic, and results-driven leader passionate about enhancing client success, we would be delighted to hear from you.