About this role
The Account Manager will oversee client accounts, ensuring exceptional client satisfaction, seamless operations, and high-performing Virtual Assistants (VAs). This role serves as the primary bridge between clients and internal teams, ensuring deliverables are met, expectations are aligned, and issues are proactively resolved.
This is a high-responsibility role requiring strong leadership, organization, and client relationship skills.
Key ResponsibilitiesClient Relationship Management Serve as the main point of contact for assigned client accounts Conduct regular check-ins (weekly/bi-weekly/monthly depending on client tier) Ensure client needs, KPIs, and expectations are clearly understood and documented Proactively address concerns before they escalate Maintain high retention and satisfaction rates Identify upsell and expansion opportunities within accounts
Worker Oversight & Performance Management Monitor worker productivity, quality of work, and task completion Ensure workers understand client expectations and KPIs Conduct regular performance reviews and coaching sessions Address attendance, quality, or behavioral concerns promptly Coordinate with recruitment if replacements or additional hires are needed Ensure proper onboarding and training alignment for new VAsTrack client concerns and ensure resolution Worker Monitoring & Coordination Monitor daily attendance and task completion of VAs Ensure workers follow client SOPs and instructions Escalate performance or behavioral issues to the Account Manager Assist in onboarding new workers by ensuring they receive proper documentation and training materials Conduct basic quality checks on deliverables
KPIs for Success Timely response to client inquiries Accurate tracking and documentation worker attendance and task completion rates Minimal escalations due to preventable issues Client satisfaction feedback
Requirements
Qualifications 1–2 years experience in customer service, account support, or operations Experience working with remote teams is a plus Strong written and verbal English communication skills Highly organized and detail-oriented Able to multitask and manage multiple accounts Proficient in Google Workspace and project management tools Skills Required Communication & follow-up discipline Organization & documentation Basic performance monitoring Problem identification & escalation Time managementWork Setup Remote Full-time Must be available during client business hours (EST)