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 at the center of operations: coordinating VA onboarding, timekeeping, performance management, and managing client relationships, reporting, and expansion opportunities.

This is a mix of client success, people operations, 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.
• Monitor attendance and productivity via Hubstaff and internal trackers.
• Review and approve VA timesheets each cutoff; coordinate with payroll and billing to avoid discrepancies.
• Run structured VA 1:1s (weekly at start, then bi-weekly/monthly).
• Detect early retention risks and implement corrective plans.
• Conduct performance reviews (90-day, 6-month, annual) with client input.

2. Client Relationship Management

• Act as the primary point of contact for assigned US-based clients.
• Lead kickoff calls for new placements (goals, KPIs, communication cadence, tools).
• Manage client requests (schedule changes, performance concerns, billing questions, additional roles).
• Prepare and deliver weekly/monthly client reports (hours, KPIs, highlights).
• Run MBRs/QBRs to review performance and align on strategy.
• Monitor account health and execute recovery plans for at-risk clients.

3. Billing, Reporting & Account Expansion

• Ensure Hubstaff hours and contracted rates align with invoices.
• Maintain clean CRM records (HubSpot preferred).
• Identify expansion opportunities (additional VAs, upgraded roles, add-on services).
• Collaborate with Recruitment and Sales to scope new roles accurately.

4. Operations & Process Improvement

• Contribute to improving timekeeping, reporting, and client workflows.
• Create and refine SOPs related to AM and VA operations.
• Provide structured feedback from clients and VAs to leadership.

Requirements

• 3+ years in Account Management, Client Success, Operations, or Team Lead roles.
• Experience working with US-based clients.
• Strong written and verbal English (near-native fluency required).
• Experience managing remote teams and coordinating timekeeping and performance.
• Highly organized and comfortable managing multiple accounts simultaneously.
• Data-driven and able to interpret reports and act on insights.
• Strong conflict resolution and de-escalation skills.

Preferred

• Based in LATAM (Mexico, Colombia, Argentina, Brazil, etc.).
• Experience in BPO, staffing, outsourcing, or remote team environments.
• Spanish-English bilingual is a plus (not required).
• Experience with HubSpot, Hubstaff, ClickUp, and Google Workspace.

Work Schedule

• Full-time, remote.
• Must overlap significantly with US business hours (EST/CST preferred).
• Flexibility for client meetings and QBRs.