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.
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.
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Lead VA onboarding calls: explain tools, timekeeping, payroll, expectations, and support structure.
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Monitor attendance and productivity via Hubstaff and internal trackers.
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Review and approve VA timesheets each cutoff; coordinate with payroll and billing to avoid discrepancies.
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Run structured VA 1:1s (weekly at start, then bi-weekly/monthly).
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Detect early retention risks and implement corrective plans.
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Conduct performance reviews (90-day, 6-month, annual) with client input.
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Act as the primary point of contact for assigned US-based clients.
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Lead kickoff calls for new placements (goals, KPIs, communication cadence, tools).
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Manage client requests (schedule changes, performance concerns, billing questions, additional roles).
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Prepare and deliver weekly/monthly client reports (hours, KPIs, highlights).
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Run MBRs/QBRs to review performance and align on strategy.
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Monitor account health and execute recovery plans for at-risk clients.
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Ensure Hubstaff hours and contracted rates align with invoices.
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Maintain clean CRM records (HubSpot preferred).
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Identify expansion opportunities (additional VAs, upgraded roles, add-on services).
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Collaborate with Recruitment and Sales to scope new roles accurately.
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Contribute to improving timekeeping, reporting, and client workflows.
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Create and refine SOPs related to AM and VA operations.
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Provide structured feedback from clients and VAs to leadership.
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3+ years in Account Management, Client Success, Operations, or Team Lead roles.
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Experience working with US-based clients.
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Strong written and verbal English (near-native fluency required).
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Experience managing remote teams and coordinating timekeeping and performance.
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Highly organized and comfortable managing multiple accounts simultaneously.
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Data-driven and able to interpret reports and act on insights.
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Strong conflict resolution and de-escalation skills.
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Based in LATAM (Mexico, Colombia, Argentina, Brazil, etc.).
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Experience in BPO, staffing, outsourcing, or remote team environments.
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Spanish-English bilingual is a plus (not required).
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Experience with HubSpot, Hubstaff, ClickUp, and Google Workspace.
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Full-time, remote.
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Must overlap significantly with US business hours (EST/CST preferred).
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Flexibility for client meetings and QBRs.
