XTN-D47C788 | ACCOUNT MANAGER

. . 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. .