Client Success and HR Manager

The ideal candidate is a natural leader with excellent communication skills, a proactive approach to challenges, and proven experience managing client expectations alongside team dynamics.

Key Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for both existing and new clients, ensuring their needs are consistently met and that they remain satisfied with VA performance and overall service quality
• Address client concerns proactively and ensure all issues are resolved promptly and professionally
• Build and maintain trust-based client relationships with a clear and evolving understanding of each client's business needs

Sales & Growth:

• Identify opportunities to expand services and upsell additional support to existing clients
• Actively contribute to revenue growth through strategic and relationship-driven client engagement

VA Team Management (HR Focus):

• Support VAs in navigating challenges that arise in their client relationships, ensuring issues are resolved without unnecessary delay
• Assist with HR-related matters including conflict resolution, scheduling, and facilitating effective communication between VAs and clients
• Provide coaching and guidance to VAs on strengthening client relationships and performing effectively as part of the team

Process & Systems Oversight:

• Ensure internal systems, workflows, and operational processes are functioning efficiently and consistently
• Identify areas for improvement and take initiative to implement meaningful changes

Reporting & Analysis:

• Deliver regular reports on team and client performance, identifying trends and making data-informed decisions to continuously improve outcomes

Schedule & Availability:

• Remain adaptable to varying schedules based on client and team needs
• Be available outside standard working hours and on weekends for urgent client or VA support situations
• Willingness to cover night shifts is a strong and valued advantage

Required Skills:

• Proven leadership and account management experience, particularly in client-facing environments
• Excellent interpersonal and communication skills with a strong customer-first mindset
• Ability to navigate and resolve HR-related issues including team conflicts and VA concerns
• Strong problem-solving skills with a proactive and solutions-oriented approach
• Comfortable managing multiple tasks, priorities, and schedules in a dynamic environment
• Adaptable and responsive to the evolving needs of both clients and the broader team
• Ability to identify upselling opportunities and actively contribute to business growth

Preferred Skills:

• Experience managing virtual teams and working with client relationship management tools
• Familiarity with performance metrics and growth management strategies
• Background in recruitment or HR-related roles is a significant advantage
• Sales or upselling experience, particularly within a service-oriented or agency environment