General
Oversee Lead SAMs: Provide direct leadership to SAMs, ensuring they are effectively managing the SAMs and AMs and are aligned with the department's and company's goals.
Strategic Alignment: Ensure SAMs and AMs align with the overall vision, goals, and core values of the company.
Audit SAM Performance: Conduct regular 1:1s and audits with Lead SAMs, focusing on coaching, feedback, and continuous improvement in their leadership and management of SAMs.
SAM Oversight
Coaching and Development: Provide regular coaching sessions for SAMs, evaluating their performance in managing AMs, and client and VA relationships. Identify gaps and offer training to strengthen their skills.
1:1 Audits: Perform 1:1 performance audits with SAMs to assess their effectiveness in meeting department objectives, and provide actionable feedback.
Monitor Escalations: Oversee Level 2 client escalations handled by SAMs and ensure proper follow-up and resolution in collaboration with SAMs and AMs.
Process Improvement Initiatives: Lead process audits with SAMs to identify and implement improvements in collaboration with other departments.
Performance Reviews: Review SAMs weekly reports on AM performance, client account status, and any critical issues. Provide strategic direction as needed.
Conduct 1:1s per month for the Lead SAMs.
Client and Account Management
Oversee SAM-Client Relationships: Ensure SAMs are effectively maintaining and nurturing client relationships, facilitating growth and retention.
Strategize Account Growth: Collaborate with SAMs to promote growth opportunities for client accounts, such as add-ons, referrals, and retention strategies.
Task Prioritization: Guide SAMs in prioritizing tasks for AMs and ensure clarity in execution.
Policies and Procedures
Policy Enforcement: Ensure SAMs are reinforcing department policies, procedures, and standards.
Client and VA Management
Client Escalation Management: Oversee SAM-led client-VA onboarding, clinic workflow reviews, and ongoing support to address client needs.
Dispute Resolution: Oversee .SAMs in handling client-VA disputes, cancellations, and escalations, stepping in and taking over the escalation when necessary.
Retention and Growth Strategies: Support SAMs in guiding AMs to develop retention strategies and foster client and VA satisfaction.
Departmental Reporting and Analysis
Weekly Reporting: Ensure SAMs deliver comprehensive weekly reports summarizing key account highlights, performance metrics, and AM team progress.
Deep Dive Analysis: Lead deep dive analysis sessions on Department performance, identifying trends, addressing inconsistencies, and ensuring optimal outcomes.
Minimum Qualifications
- Ability to form positive relationships within the department and other stakeholders.
- Understand performance metrics and can do evaluation and feedback for the SAMs and AMs, and setting clear targets.
- Excellent record keeping, planning, implementing and evaluating projects/tasks
- Skills on AM Tools - SF, TCW and others
- Creativity and an innovative mindset
- Extensive VA experience/background is a must
- Trainer/ Coach experience or similar training experience a plus but not required
- Displays in-depth experience and knowledge on the all MMM industries
- >4 years Managerial experience
- Medical & Business VA experience or knowledge
- Data Analytics and Quality Control knowledge
- Project & People Management including in-depth performance coaching and development background
