Role overview (Angie)
Operational backbone of the organization, partnering with the Director of VA Operations (Bobby) on VA and Success Coach performance, training, and development while ensuring exceptional client experience and service delivery. Strategic partner to clients and systems-driven leader internally — aligns company goals, client needs, and team execution.
Also responsible for client acquisition, retention, and company-wide operational oversight excluding virtual assistant training and day-to-day VA management. Focus: healthy pipeline movement, maximizing client satisfaction, increasing contracted client longevity, and overseeing automation/systems efficiency from a client-facing perspective.
Primary responsibilities
Sales and lead conversion (50%)
Manage all inbound leads in Connect through discovery, follow-up, and onboarding.
- Personally reach out to prospects weekly (calls, messages, follow-ups).
- Use systems (voicemail drops, pre-recorded messaging, etc.) to increase outreach efficiency.
- Keep sales pitch materials and pipeline stages up to date.
- Convert prospects into 12-month contracts wherever possible.
- Track and report weekly: contacts made, touchpoints, and conversions via an updated Excel / Worklenz (or legacy ClickUp) dashboard.
Client retention and growth (25%)
Perform weekly satisfaction audits by randomly checking in with existing clients.
Investigate dissatisfaction and escalate problems to Bobby for resolution.
Lead the client salvage” process when a client is at risk of quitting.
Send thank-you cards, birthday notes; maintain high client engagement.
Ensure Success Coaches escalate client-side issues for intervention.
Systems oversight and coordination (25%)
Audit systems regularly (e.g. Connect, onboarding workflows) and report issues to Rezin for strategic decisions.
Ensure automation sequences (follow-ups, nurture flows) work as intended; escalate breakdowns to tech lead if needed.
Coordinate with Bobby on systems that impact client experience but are VA-managed.
Oversee client onboarding; smooth handoff to Success Coaches and VAs.
Maintain and audit contract storage and accuracy in Connect.
Manage collections: move non-paying clients into collections tracking; ensure contracts are submitted to the collection company.
Oversee internal initiatives and special projects (client launches, systems rollouts).
Streamline and document SOPs for repeatable success across client accounts.
Ensure consistent quality and timeliness across services and deliverables.
Internal communication and client escalation
Key liaison between Rezin and internal team members.
Step in to resolve client concerns, delays, or miscommunications as needed.
Provide status reports to Rezin on performance, risk areas, and wins.
Additional duties
Maintain and update the CVA client budget tracker as new clients are added or hours increase.
Participate in strategic planning with Rezin and Christi when requested.
Collaborate with Bobby on fair compensation models and scaling strategies as the client base grows.
Implement and oversee overarching company policies with approval from upper leadership.
Translate Rezin’s vision into action steps and drive implementation with cross-functional teams.
Identify opportunities to improve workflows, tools, and processes at scale.
Analyze performance data with Bobby to recommend improvements for team structure, service delivery, and profitability.
Authority levels
Implements changes with Rezins approval regarding company policies and procedures, SOPs, and any changes that could alter the budget.
Can recommend hiring and organizational changes, pending executive approval.
Accountable for resolving performance or system issues identified by Rezin.
Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.