Senior Client Partnership Manager

19 hours ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeRelationship Full time ₱380,000 - ₱420,000
Job Overview

The Account Relationship Lead plays a pivotal role in transforming virtual assistance services. This key position is at the forefront of client success and team leadership, where you'll spearhead direct video interactions with international clients, mentor and develop a high-performing team of virtual assistants, bridge communication gaps between clients and VAs to ensure seamless partnerships, build lasting relationships with clients while preventing churn, create pathways for assistant growth and development, and much more.

Key Responsibilities:
  • Lead engaging video calls with international clients to foster strong connections and resolve issues promptly
  • Develop deep client relationships by understanding their business goals, challenges, and needs
  • Translate client feedback into actionable guidance for the VA team to enhance performance and satisfaction
  • Prevent client churn by being the first line of defense when clients consider leaving, addressing concerns promptly, and offering solutions
  • Identify expansion opportunities when clients need additional VAs or services to grow their business
  • Onboard new clients and set expectations for successful VA partnerships, ensuring clear communication and mutual understanding
Team Leadership:
  • Coach and develop a team of 5-8 virtual assistants working on client accounts, providing guidance, support, and professional development
  • Bridge communication gaps between clients and VAs when misunderstandings occur, facilitating open dialogue and resolution
  • Handle VA performance issues through coaching, training, or recommending replacements to ensure high-quality service delivery
  • Coordinate task assignments and ensure VAs meet client expectations, maintaining a high level of satisfaction
  • Provide ongoing professional development to help VAs grow and better serve clients, enhancing their skills and knowledge
  • Manage VA scheduling, performance tracking, and career development to optimize team performance and client satisfaction
Bridge & Problem-Solving Excellence:
  • Resolve conflicts when clients and VAs have communication breakdowns, addressing issues promptly and fairly
  • Facilitate replacements when client-VA matches aren't working out, ensuring a smooth transition and minimal disruption
  • Course-correct relationships when VAs feel micromanaged or clients feel underserved, making adjustments as needed to maintain a positive partnership
  • Translate business needs from clients into actionable guidance for VAs, enabling them to deliver exceptional service and results
  • Present solutions that benefit both clients and virtual assistants, driving mutually beneficial outcomes
Requirements:
  • Proven EA/VA Experience - Demonstrated experience working as a Virtual Assistant or Executive Assistant for international clients, with a strong track record of delivering excellent results
  • Client Management Experience - Proven ability to build and maintain professional relationships with business owners or executives, fostering trust and loyalty
  • Leadership/Supervisory Experience - Any experience managing, training, or coordinating with other people, including BPO team lead roles, is highly valued
  • Excellent English Communication - Professional-level written and verbal English for executive interactions, with a focus on clarity, precision, and courtesy
  • Business Acumen - Understanding of how businesses work and what drives client satisfaction, with a keen eye for detail and a results-driven approach

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