ACCOUNT MANAGER

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Key Responsibilities

General Tasks

• Oversee daily department operations and coordinate with the Placements Team on new, replacement, and add-on accounts.
• Manage the CRM database: data entry, data refinement, report/dashboard creation, data analysis and interpretation, and data quality control.
• Utilize project management tools to track tasks and collaborate across teams.
• Support marketing and sales strategies to drive account and business growth.
• Develop initiatives for revenue and organizational growth through upselling, referrals, and business reviews.
• Provide overall guidance and direction, encouraging harmony and collaboration within accounts and across teams.

For the Clients

• Act as the main point of contact for company-related concerns, including billing disputes and process requests.
• Investigate and resolve client-VA disputes, conduct periodic check-ins, and ensure satisfaction, retention, and loyalty.
• Handle cancellations, escalating complex cases when necessary.

For the VAs

• Monitor VA performance, attendance, incentives, and credentials.
• Ensure VA reliability, provide coaching and mentorship, and share subject matter expertise.
• Address VA misconduct, conduct regular check-ins, and manage resignations and attrition, escalating when needed.
• Support VA accountability across the portfolio.

Required Qualifications

• At least 2 years of telecommuting experience.
• Minimum 2 years of experience within the Virtual Assistant field or in a healthcare-related background.
• 2+ years of team lead or managerial experience (junior-to-mid and senior profiles both welcome).
• Proficiency in project and people management, plus data analytics.
• Typing speed of at least 40–45 WPM.
• Working knowledge of KPIs, business process cycles, project management, quality management, risk management, and information technology.

Preferred Qualifications

• Healthcare industry experience (a plus, not required).
• Prior experience managing a large, multi-account client portfolio.

Technical & Soft Skills

• Exceptional technical, conceptual, interpersonal, and decision-making skills.
• Strong communication — clear and effective in client-facing conversations (native-level fluency not required).
• Highly organized; comfortable staying on top of dozens of accounts and VAs simultaneously.
• Comfortable balancing client-facing relationship management with VA coaching and performance oversight.

Experience Requirements

• 2+ years telecommuting experience.
• 2+ years in the VA field or a healthcare-related role.
• 2+ years of leadership/team lead experience.

Reporting Structure

Coordinates closely with the Placements Team on account staffing and works within the broader Account Management department.

Role-Specific Expectations & Business Context

• Each Account Manager is expected to manage roughly 20–40 client accounts (approximately 30–50 VAs) — all US-based clients.
• Success is measured on both sides of the relationship: client satisfaction/retention and VA performance/retention carry equal weight.

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