Client Success Specialist

THIS IS NOT A CUSTOMER SERVICE (CSR) POSITION. WE ARE LOOKING TO HIRE A CLIENT SUCCESS SPECIALIST OR SOMEONE WHO HAS A BACKGROUND IN CLIENT MANAGEMENT.

Only applicants who have applied through the below link will be considered.

https://optinizer.bamboohr.com/careers/23?source=aWQ9MjE%3D

Position Overview:

We are seeking a highly motivated and organized individual to join our team as a Client Success Point of Contact for our Virtual Assistant division. The ideal candidate will be responsible for fostering strong relationships between our clients and virtual assistants, ensuring client satisfaction, and maintaining smooth operations.

Primary Responsibilities:

- Schedule regular touchbase calls with clients and virtual assistants to assess performance, address concerns, and provide support.
- Conduct performance evaluations for virtual assistants and coordinate with HR to implement necessary actions.
- Facilitate coaching sessions for virtual assistants to enhance skills and improve performance.
- Coordinate with HR to manage attendance and leave requests of virtual assistants.
- Collaborate with the Recruitment team to facilitate VA replacements as needed.
- Compile and send weekly reports to Operations highlighting key performance metrics and client feedback.
- Maintain an updated master sheet to track the status of clients and virtual assistants.
- Proactively manage client satisfaction, retention, and reduce turnover rate by addressing concerns and providing solutions.
- Identify training needs of virtual assistants and collaborate with HR to develop relevant training programs.
- Monitor VA Whatsapp group chats to stay informed of all communication and address any issues promptly.
- Track violations of virtual assistants and implement appropriate sanctions in accordance with company policies.
- Serve as the primary point of contact for all concerns and issues raised by clients and virtual assistants, and effectively communicate with management to resolve them.

Qualifications:

- 2 years of experience or more
- Experience in Outsourcing/Staffing industry
- Proven experience in client-facing roles or customer success positions.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Proficiency in Microsoft Office suite and project management tools.
- Familiarity with virtual assistant services or remote work environments is a plus.
- Demonstrated problem-solving skills and ability to think critically.

Contract: Independent Contractor - Full Time

Work hours: US business hours

Location: Remote Work - WFH Set-Up

Benefits:
- Permanent WFH setup
- Allowances
- Leave credits (accrual on the 1st year)
- Paid US Public Holidays (depending on the client)
- Salary Evaluation: after 6 months

Job Type: Full-time

Benefits:

• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Application Question(s):

• Have you filled out the application form as indicated in the job posting?