Account Manager (Virtual Assistant Services)
Company: Moder (gomoder.com)
Location: Philippines (Remote)
Schedule: US Business Hours (EST/PST)
Department: Virtual Assistant Services
Level: Mid-Level
Reports To: Manager, Client Success & Onboarding
Direct Reports: None
Position Overview
The Account Manager is responsible for managing client and Virtual Assistant relationships after placement, ensuring long-term satisfaction, retention, performance, and account growth.
This role serves as the primary point of contact for both clients and Virtual Assistants post-onboarding and acts as the liaison between Moder, the client, and the employee. The Account Manager proactively manages client relationships, supports workforce performance, resolves issues, monitors account health, and identifies opportunities to strengthen and expand client partnerships.
The ideal candidate is customer-focused, solutions-oriented, and experienced in balancing client expectations with employee success in a fast-paced services environment.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for clients following successful onboarding.
- Build and maintain strong, trusted client relationships.
- Conduct regular client check-ins, business reviews, and calibration meetings.
- Ensure clients are receiving exceptional service and support.
- Monitor account health and proactively address potential concerns before they escalate.
Virtual Assistant Support & Engagement
- Serve as the primary support contact for assigned Virtual Assistants.
- Conduct regular touchpoints with VAs to ensure engagement, performance, and overall success.
- Partner with employees and clients to address performance concerns and development opportunities.
- Foster positive working relationships between clients and VAs.
Performance & Retention Management
- Monitor employee performance and client satisfaction.
- Identify risks that may impact retention and implement proactive solutions.
- Conduct performance reviews, calibration discussions, and action-planning sessions when needed.
- Work closely with clients and internal stakeholders to improve placement success and longevity.
Issue Resolution & Escalation Management
- Manage operational and service-related concerns affecting clients or employees.
- Coordinate with HR, IT, Recruitment, and Operations teams to facilitate timely issue resolution.
- Address and manage:
- Performance concerns
- Attendance issues
- Equipment and technical concerns
- Client escalations
- Employee relation concerns
- Replacement requests
- Ensure issues are properly documented, tracked, and resolved within established service levels.
Account Growth & Expansion
- Identify opportunities to increase service utilization within existing accounts.
- Partner with leadership on upselling and expansion opportunities.
- Support retention initiatives and long-term client partnership strategies.
- Gather client feedback and identify ways to improve service delivery.
Reporting & Documentation
- Maintain accurate account records, meeting notes, and action items.
- Track account health metrics and workforce trends.
- Provide regular status updates and reports to leadership.
- Document client feedback, risks, and opportunities.
Qualifications
Required
- 3+ years of experience in Account Management, Customer Success, Client Services, Workforce Management, Operations, BPO Leadership, or a related field.
- Strong stakeholder management and relationship-building skills.
- Excellent verbal and written English communication skills.
- Experience managing client escalations and resolving complex issues.
- Ability to manage multiple accounts and competing priorities.
- Strong problem-solving and decision-making capabilities.
- Comfortable working US business hours (EST/PST).
Preferred
- Experience supporting remote employees, virtual teams, or offshore staffing solutions.
- Background in BPO, outsourcing, staffing, recruitment, or workforce management environments.
- Experience with CRM, ticketing, project management, or customer success platforms.
- Knowledge of employee engagement and retention best practices.
Key Performance Indicators (KPIs)
- Client Retention Rate
- Virtual Assistant Retention Rate
- Client Satisfaction (CSAT)
- Account Health Score
- Escalation Resolution Time
- SLA Adherence
- Placement Longevity
- Client Response & Follow-Up Timeliness
- Upsell and Expansion Opportunities Generated
Ideal Candidate Profile
- Relationship-driven and customer-focused.
- Skilled at balancing client and employee needs.
- Strong communicator with excellent conflict resolution abilities.
- Proactive problem solver who anticipates issues before they become escalations.
- Organized and detail-oriented with strong follow-through.
- Thrives in a fast-paced startup environment where processes continue to evolve.
Why Join Moder's Virtual Assistant Services Team
- Join a growing business unit focused on helping Insurance and Mortgage companies scale through world-class Virtual Assistant talent. As an Account Manager, you will play a critical role in ensuring successful client partnerships, employee engagement, service excellence, and long-term business growth.
