Client Support Manager

About VA Central:VA Central is dedicated to providing businesses with highly skilled Virtual Assistants (VAs) to streamline operations and enhance productivity. Our mission is to connect businesses with the best talent while ensuring smooth processes and high client satisfaction.

Job Overview:The Client Support Manager is a vital role in supporting the companys growth by overseeing client accounts, ensuring high levels of satisfaction, and streamlining internal processes. By facilitating communication, managing administrative workflows, and supporting the sales teams efforts, this position will enhance efficiency, improve client retention, and contribute to VA Centrals continued success.

Key Responsibilities:

1. Client Check-ins & Relationship Management

• Conduct support meetings with clients via Zoom should they need advice or have any queries or issues.
• Maintain accurate records of client interactions and update the CRM system.
• Manage key dates such as birthdays and anniversaries, coordinating with the marketing team for client engagement posts.
• Send client gifts and facilitate communications like marketing announcements and workshop invitations to enhance client loyalty and retention.

2. Supporting Client Onboarding & Vetting Process

• Participate in formal client introduction emails alongside the Ops Director and Head of Talent Acquisition to outline the next steps.
• Assist in scheduling and conducting intro calls for new VA candidates.
• Keep clients informed about shortlisting progress and interview schedules.
• Ensure clients have completed all necessary preparations before their VA begins.
• Send welcome emails and relevant documents to ensure a smooth onboarding process.

3. Assisting with VA Onboarding & Ongoing Support

• Ensure VAs and Clients receive onboarding documents from the Head of Talent Acquisition.
• Support the client in onboarding their VA.
• Review and assess end-of-day reports to ensure they meet client expectations.
• Address VA performance concerns, troubleshoot issues, and escalate where necessary.
• Ensure the Client Success Manager and Head of Acquisition are CCd on critical VA updates.

4. Administrative & Process Management

• Manage administrative follow-ups, allowing Client Success Managers to focus on client acquisition and high-level concerns.
• Assist in chasing outstanding payments when necessary.
• Address and resolve client complaints before escalating to the Client Success Manager and Ops Director when necessary.
• Chase up Google reviews from both clients and virtual assistants.
• Oversee the management of the CRM system to ensure all client and VA data is accurate and current.
• Utilize CRM analytics to improve client relationship management strategies.
• Schedule and conduct regular check-ins with clients and virtual assistants.
• Perform annual performance appraisals and provide feedback.
• Prepare regular reports on account status, client feedback, and other key operational metrics.
• Ensure compliance with all company policies and legal requirements related to client and virtual assistant management.

5. Sales & Revenue Growth Support

• Identify potential sales opportunities and liaise with the sales team to facilitate further action.
• Support the sales team in understanding client needs and service improvement opportunities.
• Manage client inquiries and resolve complaints swiftly to maintain high satisfaction levels.

Qualifications & Skills:

• Bachelors degree in Business Administration, Management, or a related field.
• Proven experience in account management or a related field, preferably within the virtual assistant or service industry.
• Strong organizational and leadership skills.
• Excellent communication and interpersonal skills, with the ability to manage sensitive situations.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team.

How to Apply:Interested candidates should submit their resumes to bronwyn@vacentral.co.uk, along with a cover letter detailing their relevant experience and why they are a good fit for the role.

Job Type: Full-time

Pay: R25 000,00 - R30 000,00 per month

Experience:

• Client Account Support: 3 years (Required)

Work Location: Remote

Information :

• Company : VA Central Ltd
• Position : Client Support Manager
• Location : Remote
• Country : ZA