Client Onboarding & Process Manager

Role Title

Client Onboarding & Process Manager – Remote

Role Summary

You will own the client onboarding journey from contract signing through VA placement readiness and operational transition. You lead structured discovery calls, document real client workflows into usable SOPs, and ensure placements start with minimal confusion. You are the bridge between clients, Placement Specialists, and Operations—proactively addressing gaps, clarifying expectations, and training new VAs.

This role is not for candidates who need step-by-step instructions or prefer reactive work.

Core Responsibilities

• Lead client onboarding sessions: Run structured discovery and expectation-setting calls; clarify scope, timeline, and deliverables before recruitment begins.
• Document workflows: Translate client operations into detailed SOPs that can be executed by VAs without follow-up questions. Step in when workflows are incomplete or ambiguous.
• Draft and refine Job Descriptions: Ensure JDs reflect actual responsibilities, required skills, and workflows before recruitment begins.
• Coordinate with Placement Specialists: Confirm role readiness and align on candidate profiles; flag gaps early.
• Manage client alignment: Keep clients informed of next steps, follow-ups, and any blockers in real time.
• Train newly placed VAs: Deliver hands-on guidance on documented workflows; verify competency before handoff to Operations.
• Ensure smooth operational transition: Oversee placement handoff into Operations, addressing gaps that could disrupt delivery.

What We Actually Care About

• You identify gaps in client workflows and act immediately to fix them.
• You produce Job Descriptions and SOPs that VAs can follow independently.
• You maintain client confidence by keeping communication structured and clear.
• You proactively flag misalignments or potential blockers.
• You ensure onboarding transitions smoothly into operational delivery.

What This Role Is NOT

• A sales or lead generation role.
• A reactive assistant waiting for tasks or instructions.
• A role that only documents processes without confirming usability.
• A role that leaves clients or VAs confused about expectations or next steps.

Position Details

• Hours: US-aligned, 8–10 hours/day; fully remote, asynchronous collaboration.
• Structure: Full-time contractor; responsible for output and client satisfaction.

Application Instructions

• Submit an example of a client onboarding you managed, including SOPs, workflows, or role definitions you created.
• Include a brief description of a misalignment you identified and how you resolved it.

 

Requirements (Non-Negotiable)

• Experience: 3–6+ years in client onboarding, implementation, account management, or operations.
• Independence: Must make decisions without supervision and know when to escalate issues.
• Communication: Strong written and verbal English; can translate complex workflows into clear instructions.
• Relationship management: Can balance structured processes with client engagement and collaboration.
• Problem-solving: Able to act on partial information and resolve ambiguity proactively.
• Remote collaboration: Comfortable working cross-functionally in a fully remote team environment.

Tools

• Project management tools: ClickUp, Monday.com (experience preferred)
• SOP/documentation tools
• Communication tools: email, Zoom, Slack

Benefits

• PTO
• HMO
• Fully Remote Work