Account Manager

We are a fast-growing virtual assistant company that supports small-to-medium businesses across the US. We pride ourselves on operational excellence, proactive communication, and high-performance remote teams. Join us in shaping a world-class support ecosystem from the ground up.

Role Overview

The Account Manager owns the success of both the client and the Virtual Assistant (VA). You’ll sit in the middle of the diagram you shared: coordinating VA onboarding, timekeeping, and performance and managing client relationships, reporting, and expansion opportunities. This is a mix of client success, people ops, and light project management.

You’ll work closely with clients, VAs, and internal leadership to keep accounts healthy, prevent churn, and grow revenue.

Key Responsibilities

1. VA Management & Operations

• Lead VA onboarding calls: explain tools, timekeeping, payroll, expectations, and support structure.
• Ensure proper attendance & productivity monitoring via Hubstaff and internal timekeeping sheets.
• Review and approve VA timesheets each cutoff; coordinate with payroll and billing to avoid discrepancies.
• Run VA 1:1s / pulse checks (weekly at the start, then bi-weekly/monthly) and document action items.
• Manage VA retention, including early risk detection, career pathing, and internal raise proposals.
• Conduct structured VA performance reviews (90-day, 6-month, annual) with input from clients.

2. Client Relationship Management

• Act as the primary point of contact for assigned clients.
• Handle client onboarding / kickoff calls with new placements: clarify goals, tools, communication standards, and reporting cadence.
• Own client requests queue (schedule changes, performance questions, new roles, billing inquiries) and ensure timely resolution.
• Prepare and send client reports (weekly/monthly summaries of hours, KPIs, and highlights).
• Run MBRs/QBRs to review results, discuss strategy, and align on next-period goals.
• Drive client retention, monitoring health signals and implementing recovery plans when accounts are at risk.

3. Billing, Reporting, and Account Expansion

• Coordinate client billables: ensure Hubstaff hours and contracted rates match invoices.
• Maintain up-to-date records in HubSpot/CRM on invoices, payments, and account health.
• Identify and propose account expansion opportunities (additional VAs, upgraded roles, or add-on services) with a clear value case.
• Collaborate with Recruitment and Sales to scope new roles and hand off accurate JDs.

4. Operations Projects & SOPs

• Contribute to operations projects that improve timekeeping, reporting, and client experience.
• Help create, update, and roll out SOPs related to AM and VA workflows.
• Provide feedback from clients and VAs to improve tools, templates, and internal processes.

Requirements

• 3+ years in any combination of: Account Management, Client Success, Operations Management, or Team Lead roles (BPO/VA/remote experience a plus).
• Strong written and verbal English communication; comfortable leading calls with US-based clients.
• Experience managing remote staff and coordinating schedules, timekeeping, and performance.
• Highly organized, with the ability to manage multiple accounts and priorities at once.
• Data-driven mindset: can interpret basic reports and turn them into actionable insights.
• Problem-solver who can de-escalate issues and advocate for both clients and VAs.

Tools & Systems

• Timekeeping: Hubstaff (or similar)
• CRM: HubSpot (preferred)
• Communication: Discord, Email, Aircall/VOIP
• Project Management: ClickUp (or similar)
• Productivity: Google Workspace (Docs, Sheets, Slides)

Work Schedule & Location

• Full-time, remote
• Primarily aligned with US business hours (night shift if based in the Philippines).
• Occasional flexibility for client-specific meetings / QBRs.