Gen 4.0 Account Lead

Gen 4.0 Account Lead

Application Deadline: 21 February 2025

Department: Magic EA

Employment Type: Full Time

Location: Philippines

Compensation: ₱37,000 - ₱42,000 / month

Description

About Magic

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.
Background

Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

Why does this role exist?

A Gen 4.0 Account Lead is a full-time, entry-level supervisor role responsible for maintaining and growing the company’s clients and overseeing a team of executive assistants (EAs). This role involves direct communication with clients to gather feedback and address concerns regarding assistant performance, while also ensuring assistants are well-prepared, supported, and continually trained to deliver high-quality work.

The impact you’ll make:

Objectives

Client Retention

• To retain clients by enhancing customer satisfaction, building strong relationships, and consistently delivering high-quality and valuable services that meet their evolving needs.

Assistant Development

• Create a flourishing work environment for assistants to excel and grow as individuals. Help EAs excel and retain their clients for as long as possible by providing balanced support, addressing client feedback and concerns, ensuring assistants can effectively handle tasks with high quality, and develop the skills needed to retain their clients long-term.

Key Responsibilities

Account Management 

• Work with clients to drive further growth into their business/es and serve as a point-of-contact for all EA and quality-related concerns.
• Guiding new clients through the onboarding process, ensuring they understand your services, processes, and key contacts.
• Conduct multiple check-ins with clients each week to gather feedback, address concerns, and make your presence felt.
• Interfacing with clients and maintaining regular communication through emails, calls, and meetings to keep clients informed about their EA, task progress, and overall performance.
• Understanding client needs and preferences to provide tailored solutions and personalized interactions.
• Track and report on key performance indicators (KPIs) to demonstrate value and progress to clients.
• Developing long-term plans and strategies to help clients achieve their goals and drive mutual growth.

Quality Control and Assistant Support

Ensuring clear communication, providing regular feedback, maintaining quality control, fostering strong working relationships, managing administrative tasks efficiently, offering training and development opportunities on a day to day basis.

• ALs are expected to jump in and assist EAs with challenging tasks, especially when navigating complex client requirements.
• Actively offer guidance on improving EAs’ skills and expertise in specific tasks. Provide ongoing coaching and development tailored to each assistant's needs.
• Maintaining, documenting, reviewing, and tracking KPIs and metrics, offering course corrections and feedback.
  • Building the assistant’s habits to seek their account lead’s expertise
• Providing necessary support to assistants which includes but is not limited to quality, client concerns, feedback, and pay-related issues
  • Solving or funneling issues to the appropriate department or individual
• Supplementing training/coaching sessions for growth and development
  • Develop and implement coaching plans for under-performing assistants or those receiving negative client feedback.
  • Collaborating with EAs in creating SOPs and guidelines
• Helping onboard new assistants to a team or for the client
• Holding daily 1:1’s with the assistants to discuss progress, challenges, and next steps for improvement.
  • Developing next actions based on the conversation

Interdepartmental Communication

Work with other teams and departments in identifying areas for process improvement and implementing changes to drive success in the client and assistant relations

• Sharing relevant client feedback, preferences, and insights with appropriate departments by creating a feedback loop
• Escalating critical issues to the appropriate department heads or leadership when necessary, including growth and expansion opportunities identified
• Build strong relationships with key contacts in other departments to facilitate smooth communication and collaboration

Skills, Knowledge and Expertise

We're on the lookout for someone who has:

• 1-2 years leadership experience
• 1-2 years of account management or client experience
• Excellent English communication skills, both verbal and written
• Proficiency in learning new software platforms
• Resourcefulness, proactiveness, determination, and resilient with a strong attention to detail
• Ability to handle multiple projects, establish priorities, and be flexible and organized as to meet established deadlines and changes to existing processes
• Ability to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time
• Prior experience in communicating and handling clients is a plus

Disclaimer: This job description is subject to change as the product evolves. This may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.

Why Magic?

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