Account Manager

• Monitor, manage and maintain the day to day operations of assigned Clients or Accounts

• Maintain assigned Clients, reach target MRR and % Retention and $ Churn, as KPI’s

• Maintain inter-departmental and Client SLAs

• Develop and improve campaign strategies and processes

• Act as the point of contact for the Client and agents/managers/leads under each Account

• Point of escalation for issues or concerns within each Account

• Develop and prepare reports (daily, weekly and/or monthly) as required

• Identify upselling or cross-selling opportunities with new or existing Clients or Accounts

• Recommend Retention and Churn preventing efforts

• Handle Client and Agent Onboarding (interviews, profiling, training, coaching -feedback and assessment) and Offboarding

• Conduct regular Client and Agent/Team check ins to maintain assigned book of business

• Reports as required

• Will be assigned an Operations Assistant

• Account Managers will be directly responsible for the work assignment, output, performance, and compliance of their assigned Operations Assistant

• Utilize Operations Assistants to ensure that there will be coverage and oversight for all assigned campaigns

• Work schedule is from 9:00PM to 6:00AM (8 hours of work, with 1 hour break)

• Should be on site or logged in at least 15 minutes before the shift for any personal or work related preparations

• Log in/out and break in/out should be logged on Jibble (office kiosk)

• Use of the Nap room should only be during the break period, on break in Jibble

• Any missed logs or issues should be emailed to ops@virtualchamps.com with proof of work and issue reported to IT/HR

• Any Work From Home request should be pre-approved, at least 4 hours before the shift starts

• No more than 2 unexcused or unplanned leave of absence in a month

• If 2 or more days of Sick Leave, a medical certificate should be provided

For client, agent or internal:

• Email - within 1 hour (Acknowledge the receipt or respond to the concern with a resolution)

• Chat/SMS - within 10 minutes (Excluding break or outside shift hours)

• All meetings internal/external must be logged or scheduled on Google Calendar

• Discord public channels must always be used for official comms and avoid sending Direct Messages

• As agreed, we must comply with any inter-departmental requirements or policies

• Update friday.virtualchamps.com for new clients and any change in the campaign/client status

• Post Upsell, Paused and Churned Campaigns on friday.virtualchamps.com

  • Post Paused and Churned on the day of the notice with the campaign end date

  • Paused campaigns should strictly follow the 2 week rule

    • If the Paused campaign is over 2 weeks, churn the client internally but continue to follow up in case the client wants to restart the campaign

Note:

• If on Paused status, declare Churned strictly after 2 weeks or as advised by Finance (1.5 weeks for weekly, 3 weeks for bi-weekly, and after 5 days for monthly)

• Welcome email should be responded to within 1 hour, unless outside working hours

• Set expectations during ONB in terms of progress and performance or progressive goals for the campaign

• ONB Checklist: (Prepare an onboarding deck, tailored to the role and what was shared on the endorsement email)

  • Introduction (as AM/POC, getting to know the client/rapport building)

  • Discuss meeting or call agenda

  • Engagement (reiterate role, responsibilties, etc -based on the endorsement)

  • Tools & access

  • Timeline & expectations (training, output/productivity, goals)

  • Processes - involving invoicing, replacements and cancellation

  • Next steps (weekly check in meetings, training and start date, sharing of access, and communications platform)

• Discuss the client/campaign potential post ONB to management

• Have backup candidates prepared in case the assigned agent is no longer available

Deadline is every Tuesday shift EOD or Wednesday 6:00AM PHT - orange and red or no update flagged

• Client Health status will automatically update on Discord daily at 8:00PM PHT

• Client Health without any update will be flagged on Discord on Wednesday at 10PM PHT

• Client Health without an updated status will be flagged in management

• Upload or reference proof of client check in or why that was the status indicated

• If a status changes within that week and the Client Health has already been updated, the AM would need to input a new update on friday.virtualchamps.com for the records to be current and reflecting the actual status of the campaign

For clients:

• Weekly, bi-weekly, monthly check-ins should be established by the AMs (Emma added as optional to the invite).

• If through meetings, there should be a recording shared to ops@virtualchamps.com

• If through emails, ops@virtualchamps.com should be cc'ed

• If through chat, this should be sent as an update to ops@virtualchamps.com with context of the conversation that transpired

For agents: (weekly or as frequent as necessary, particularly OA flagged agents)

• Check for client feedback, issues, productivity, blockers or challenges

• Agent/campaign performance

• Any issues identified by the OAs

• Direct corrective actions or issue NTE's

• Collaborating with the OA for Performance Improvement Plans and implementation"

For clients:

• Weekly, bi-weekly, monthly check-ins should be established by the AMs (Emma added as optional to the invite).

• If through meetings, there should be a recording shared to ops@virtualchamps.com

• If through emails, ops@virtualchamps.com should be cc'ed

• If through chat, this should be sent as an update to ops@virtualchamps.com with context of the conversation that transpired

For agents: (weekly or as frequent as necessary, particularly OA flagged agents)

• Check for client feedback, issues, productivity, blockers or challenges

Identify churn risks based on:

• Agent feedback/sentiment/performance

• EOD and reporting trends

• Client feedback

• Invoices

• Campaign issues

• Churn risk due to client, agent, or unpaid invoices (going on 2 weeks AND on the 2nd invoice)

• Highlight the gravity of the situation

• Give a clear headline on why this is a churn risk

• Inititate a follow up on the invoice after 3 days of Finance sending it to the client (starting on the first invoice)

• Flag potential paused if the client has not paid close to the 2nd invoice (1.5 weeks for weekly, 3 weeks for bi-weekly, and after 5 days for monthly)

• This should be drafted once the campaign is endorsed or before the campaign starts

• For all service types (AS/CC, SDR/BDR, Customer Support, Customer Success, VA, etc.)

• Review candidates and assess if they are a good fit for the campaign

• Draft and send NHE, PAN/CAN, Exit Endorsements, NTEs, Coaching as required

• Interview agents for further assessment

• Schedule a campaign onboarding call to set expectations

• Update agent records as necessary

• Cross check if this is accurate based on EODs

• If there are no logs, proof of work must be provided by the agent then emailed to hr@virtualchamps.com cc: ops@virtualchamps.com

• If the agent fails to log in/out 2 or more times, it should be flagged to the AM for corrective action

• Disputes regarding logs to be considered for payroll must be emailed to Finance and approved by OPS leadership before releasing

• Client or campaign input (new)

• Any change in the client status (intro, onboarding, start, churn) with accurate dates and all other information

• POCs/Managers/OAs with direct assigned accounts should update their own Client Health on friday.virtualchamps.com 

Note:

**Churn reason should be coordinated with the AM/Manager/POC for accuracy of reporting

• Should have a scheduled meeting or a quick check in call with each agent weekly that would cover all agents within 1 week

• Provide an update to management if there are any issues or challenges

The future input would be on friday.virtualchamps.com or as advised

• Interim process would be a folder for each campaign containing: (Shared Drive) make sure that the files are shared to all/ops@virtualchamps.com

  • Campaign's EOD sheet maintained daily or depending on the campaign's schedule (input from the agent or AM/OA)

  • Campaign's QA sheet - quality checked or assessed per campaign on a daily basis, should cover all campaigns assigned

• A copy, recording or a screenshot/proof of what was QA needs to be linked on the sheet (or uploaded to friday.virtualchamps.com in the future)

• Utilize VCG Operations shared drive for all documents and files related to the campaign

• Send to the AM team (Assigned AM + OAs) and cc: ops@virtualchamps.com

An NTE will be issued for failure to follow the daily and weekly SOP's

Disqualification from the incentive if:

1. Client Health is not updated/declared correctly - accounts from green or yellow to red

2. Churn of clients with marked potential (by management) without identifying risks

3. Accumulated 6 NTEs per quarter

Any update to the existing SOPs will be announced through the Discord channel on the day it was changed and can be referenced on the Manager's Toolkit

For questions or concerns, please send a message to the Operations channel on discord or contact emma@virtualchamps.com