HR and Customer Success Manager

Role Overview: The HR and Customer Success Manager will be responsible for ensuring the success and satisfaction of both clients and virtual assistants (VAs) for Effortless Hire a VA staffing agency. This role focuses on onboarding, training, and ongoing support, ensuring that both clients and VAs have a positive experience and achieve their goals.
Key Responsibilities:
Onboarding and SOP Development:
Develop and implement comprehensive onboarding processes for new clients and VAs.
Create and maintain Standard Operating Procedures (SOPs) to ensure consistency and quality. Particularly via Notion.
Client Success Management:
Conduct regular check-ins with clients to assess satisfaction and address any issues.
Coordinate training sessions for clients to optimize their use of virtual assistant services.
Develop and use scorecards to track client satisfaction and performance metrics.
Virtual Assistant Support:
Set up and conduct regular one-on-one meetings with VAs to provide support and address concerns.
Implement regular check-ins and performance evaluations for VAs.
Develop and manage scorecards to track VA performance and satisfaction.
Training Programs and SOPs for VAs:
Coordinate and facilitate training programs for VAs to enhance their skills and performance.
Ensure that all VAs are trained according to the established SOPs and standards.
Problem Solving and Improvement:
Address and resolve any issues or conflicts between clients and VAs promptly.
Continuously seek feedback from clients and VAs to identify areas for improvement.
Implement solutions to improve overall happiness and buy-in from both clients and VAs.
Engagement and Retention:
Develop strategies to improve engagement and retention for both clients and VAs.
Organize regular team-building activities and events to foster a positive work environment.
Communication and Coordination:
Act as a primary point of contact for both clients and VAs.
Ensure clear and effective communication between clients and VAs.
Coordinate with other departments to ensure seamless service delivery.
Qualifications:
Proven experience in customer success, client relations, or a similar role.
Strong interpersonal and communication skills.
Ability to manage multiple tasks and priorities effectively.
Proficiency in CRM software and customer success tools.
Preferred experience with Clickup, Notion, Airtable, Google admin
Strong problem-solving skills and attention to detail.
Experience in developing and implementing SOPs and training programs.
Excitement about AI tools and training people on them a plus