Client Operations Manager Nova Virtual Solutions Inc. — Remote (United States)
Nova Virtual Solutions Inc. is a Houston-based professional services firm that provides U.S. businesses with highly qualified virtual assistants and administrative support personnel. Our recruitment and technology operations are run by an experienced team in the Philippines working U.S. business hours.
We are hiring a fully remote Client Operations Manager to own our client relationships end to end — from signed agreement through renewal.
About the role
You will be the senior U.S.-based voice our clients hear when they need reassurance, escalation, or a strategic conversation about how their support should evolve. You will lead onboarding, coordinate delivery between clients and our Philippines-based team, identify friction before it becomes churn, and grow the accounts you hold.
A U.S.-based owner working U.S. hours, reachable within the business day — that is the client experience this role exists to deliver.
What you will do
Onboarding and placement
- Run structured client kickoffs establishing scope, performance measures, systems, and escalation paths
- Translate client requirements into a defined personnel profile and confirm the right placement before introduction
- Conduct scheduled check-ins through the first 30 days and act quickly when a placement needs adjustment
- Advise clients on delegation, task documentation, and managing remote support effectively
Account management
- Serve as primary relationship contact for assigned accounts, responsive within the business day
- Conduct regular business reviews covering service quality, utilization, changing needs, and value delivered
- Monitor engagement indicators and satisfaction to identify risk before a client raises it
- Lead renewal conversations and identify opportunities to expand hours, roles, or services
Delivery coordination
- Communicate client expectations to our Philippines-based coordinators and assigned personnel, and confirm outcomes
- Take ownership of performance concerns, coverage gaps, and complaints through to documented resolution
- Coordinate replacements, leave coverage, and reassignments to protect continuity
Commercial and reporting
- Prepare, issue, and track service agreements, scope changes, and renewals
- Verify billable hours and adjustments with HR and accounting for invoice accuracy
- Maintain accurate CRM records
- Report on account health, retention, escalations, and expansion pipeline
What we are looking for
Required
- 4+ years in client success, account management, or client services, with accountability for retention or renewal outcomes
- Experience managing service delivery through people you do not directly supervise
- Professional presence and credibility with business owners and senior stakeholders
- Demonstrated ability to de-escalate difficult conversations and preserve the relationship
- Excellent written and verbal communication and disciplined follow-through
- Proficiency with CRM and collaboration platforms
- Proven ability to work independently and stay accountable in a fully remote role
- Authorization to work in the United States without sponsorship
Preferred
- Background in staffing, BPO, outsourcing, or virtual assistant services
- Experience coordinating with offshore or distributed delivery teams
- Demonstrated record of growing accounts, not only defending them
- Experience building onboarding or account management playbooks
Schedule
Full-time, 40 hours per week. Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. This is a fully remote position open to candidates located anywhere in the United States.
Remote work requirements
You will supply your own setup for this role:
- A reliable personal computer capable of running CRM and video conferencing software
- High-speed internet, minimum 100 Mbps download and 100 Mbps upload
- A quiet, professional workspace suitable for client video calls
- Headset and webcam for daily client and team calls
Pay: From $22.00 per hour
Application Question(s):
- How many years of client success or account management experience do you have?
- Have you held direct accountability for client retention or renewal outcomes?
- This role works Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. Are you able to work these hours consistently?
- Do you have your own computer and a reliable high-speed internet connection suitable for full-time remote work?
Language:
Work Location: Remote
