Operations & Client Success Manager

About this role

Job Summary: We are looking for a strategic and people-focused Internal Team Lead and Client Account Manager to bridge our client relationships and VA team operations. This role combines account management, VA team oversight, and targeted business development — making it ideal for someone with a strong background in client relationship management who is equally comfortable navigating HR dynamics and identifying growth opportunities.

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 VA performance and service quality meet expectations
• Address client concerns proactively and ensure issues are resolved effectively and quickly
• Act as the dedicated account manager, building strong and sustained client relationships through a genuine understanding of their evolving business needs

Sales and Business Growth:

• Spot and pursue opportunities to expand services and upsell additional support or capabilities to existing clients

VA Team Management (HR Focus):

• Guide VAs through challenges they encounter in client work, ensuring issues are resolved promptly and with care
• Support VAs with HR-related matters including conflict resolution, scheduling coordination, and maintaining productive communication between VAs and clients
• Offer coaching and development support to help VAs strengthen client relationships and perform effectively as part of the team

Process and System Oversight:

• Ensure internal systems, processes, and workflows operate efficiently, and continuously look for opportunities to improve them

Reporting and Analysis:

• Produce regular reports on team and client performance, identify patterns, and use data to inform decisions that improve outcomes and processes

Schedule and Availability:

• Adapt to varying schedules based on client needs and team requirements
• Be available outside standard business hours and on ...