Internal Account Manager
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Job Summary:
We're pleased to be taking on 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 takes in steering the client relationship and keeping clients satisfied, while also taking on any HR-related issues or concerns the VAs raise. On top of that, the position carries a sales component built around picking out and chasing opportunities for growth and upselling with existing clients. The right person will carry strong leadership skills, the capacity to settle issues, and a history of handling client expectations, taking on 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, seeing that their needs get met and that they're satisfied with VA performance and service quality.
Take on any concerns or issues the client raises proactively and see them settled effectively.
Act as the account manager, building and holding strong relationships with clients to grasp their business needs.
Sales Growth
Pick out opportunities to widen services and upsell further support or services to existing clients.
VA Management (HR Focus)
Back VAs through any challenges they meet with clients, seeing that issues get taken on promptly.
Help VAs with any HR-related concerns, conflict resolution, scheduling, and keeping communication between VAs and clients running smoothly.
Give coaching and support to VAs on lifting their client relationships and working effectively in the team.
Process & System Oversight
See that internal systems, processes, and workflows run efficiently.
Reporting & Analysis
Report regularly on team and client performance, picking out trends and making data-driven decisions that lift 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 across 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 footing, especially in holding client relationships
Excellent communication and interpersonal skills, with a customer-first mindset
Capacity to take on HR-related issues, such as settling conflicts or handling VA concerns
Strong problem-solving skills with an eye on proactive issue resolution
History holding several tasks, schedules, and priorities in a dynamic setting
Flexibility in working hours and adapting to the team's and client's needs
Capacity to pick out sales opportunities and drive business growth with existing clients
Preferred Skills
History steering virtual teams and client relationship management tools
Familiarity with performance metrics and growth management strategies
History in recruitment or HR-related roles is a big plus
Sales or upselling footing, particularly in a service-oriented setting
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