Client Onboarding – Process Manager

📋 Description

• Conduct client onboarding sessions: Facilitate structured discovery and expectation-setting discussions; define scope, timeline, and deliverables prior to recruitment commencement.

• Create detailed workflows: Convert client processes into comprehensive SOPs that can be executed by VAs without the need for further clarification. Step in when workflows are unclear or incomplete.

• Draft and enhance Job Descriptions: Ensure that JDs accurately represent actual responsibilities, necessary skills, and workflows before the recruitment process begins.

• Collaborate with Placement Specialists: Verify role readiness and synchronize on candidate profiles; identify gaps early in the process.

• Manage client communication: Keep clients updated on next steps, follow-ups, and any obstacles in real time.

• Train newly assigned VAs: Provide practical guidance on documented workflows; assess competency before transitioning to Operations.

• Facilitate seamless operational transition: Supervise the handoff of placements to Operations, addressing any gaps that may hinder service delivery.

⛳️ Requirements

• Experience: 3–6+ years in client onboarding, implementation, account management, or operations.

• Independence: Ability to make decisions independently and recognize when to escalate issues.

• Communication: Proficient in written and verbal English; capable of translating complex workflows into straightforward instructions.

• Relationship management: Skilled at balancing structured processes with client engagement and collaboration.

• Problem-solving: Competent in acting on incomplete information and proactively resolving ambiguity.

• Remote collaboration: Comfortable working across functions in a fully remote team setting.

• Tools: Familiarity with project management tools such as ClickUp and Monday.com (experience preferred).

• Proficiency in SOP/documentation tools.

• Competence with communication tools: email, Zoom, Slack.

🏝️ Benefits

• Paid Time Off (PTO)

• HMO

• Fully Remote Work