Account Manager

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 Responsibilities

Client 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 VAs
• Track 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

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 management

Work Setup

• Remote
• Full-time
• Must be available during client business hours (EST)