Post-Sales Operations Lead

About The Role

The Solutions Expert is the bridge between Sales and Service Delivery - the “Work Extractor” who captures value from deals right after a client deposits and before a Virtual Assistant (VA) is fully onboarded.

Your mission: prevent client drop-off, maintain post-sale momentum, and transform unclear goals into executable systems. You don’t wait for instructions — you hunt for clarity. Through discovery, auditing, and collaboration, you turn chaos into a ready-to-deploy workflow in record time.

You ensure every client feels supported, every VA is informed, and every deal transitions seamlessly from excitement to execution — all within the crucial first two weeks.

🎯 Strategic Purpose

• Act as a buffer between client deposit and VA onboarding.
• Prevent churn by maintaining engagement during the onboarding gap.
• Provide psychological reassurance through expert, high-touch interactions.
• Build the bridge between Sales wins and operational execution, ensuring Day 1 readiness.
  
  
  

Key Responsibilities

• Client Auditing & Quality Assurance
• Sales Call Auditing: Review all closed deals to identify solution opportunities based on deal value, client goals, VA alignment, and churn risk factors.
• Deal Risk Management: Flag vulnerable accounts early. Design and execute proactive engagement strategies to keep clients warm and confident through the transition.
• Operational Diagnostics: Perform deep audits (emails, tools, calendars, websites, social platforms) to uncover “invisible work” and redundant routines ready for systemization.
• Cross-Team Coordination & Pipeline Management
• Pipeline Tracking: Communicate continuously with the Customer Success Management (CSM) and Talent Acquisition (TA) teams to monitor placement progress and operational readiness.
• Momentum Maintenance: Conduct strategic reach-outs to clients in motion between deal close and VA start date to maintain confidence and progress visibility.
• Information Syncing: Ensure all findings are shared back to internal partners, creating a consistent view of deal status and client expectations.
• Discovery & Work Extraction
• Live “Shadowing” Sessions: Lead interactive sessions where you observe clients working via screen-share, narrate logic, and delegate documentation to the Bench VA in real time.
• The “Reverse Interview”: Identify the real pain points by asking, “What’s one task making you want to quit your job?” rather than waiting for a handover list.
• Process Decomposition: Convert messy routines, voice notes, or screen recordings into clean, logical Standard Operating Procedures (SOPs) that a VA can execute without ambiguity.
• Documentation & VA Enablement
• Findings Translation: Convert discovery insights into digestible, trainable documentation for VAs to ensure alignment and readiness before account handoff.
• Enablement Workflow: Summarize findings → share with VA → host a follow-up call to clarify questions and ensure full understanding of task logic.
• Bench Collaboration: Work physically on the office floor with Bench VAs to ensure nuanced understanding of the client before “Go Live.”
• Systems Implementation & Operational Readiness
• Tech Setup: Deploy the Wing Tech Stack (LastPass, Slack, project tools) to secure accounts and enable Day 1 operational smoothness.
• Confidentiality Shielding: Present Wing’s security protocols to reassure clients and encourage openness during system setup.
  
  
  

Success Metrics

• The 24-Hour Win: Delivery of the first functional, approved SOP within 24 hours of the client deposit.
• Retention Velocity: Number of SOPs/tasks extracted and delegated within the first 7 days post-sale.
• Churn Prevention Rate: Percentage of clients who complete a shadowing session and remain engaged v/s going inactive pre-onboarding.
  
  
  

Requirements

• Business Intuition: Ability to look at a CEO’s workflow and instantly identify tasks ready for VA delegation.
• Technical Command: Deep fluency with G-Suite, Slack, CRM, and project management tools (Asana, Trello, ClickUp).
• Consultative Gravitas: Strong executive presence and communication skills to guide high-level clients efficiently through 15-minute solution sprints.
• Cross-Team Agility: Comfort navigating multiple stakeholders and maintaining visibility across workstreams.
  
  
  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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