Job description
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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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Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.