Company: Ascension Business Solutions LLC

Department: Success Department
EmploymentType: Full-Time
Location: Remote

Schedule: Business hours aligned with U.S. time zones

Role Overview
TheClient Success Specialist is responsible for managing client onboarding, VA readiness, and early-stage account success. This role plays a key part in ensuring smooth onboarding execution, strong client communication, and proper alignment between client expectations and VA performance.

This is an ownership-driven role where the Specialist manages their own accounts, facilitates onboarding sessions, and coordinates across departments to ensure both clients and Virtual Assistants are set up for long-term success.

The role requires strong proactiveness, accountability, structured reporting, and the ability to confidently handle client-facing communication while maintaining internal alignment.

Qualifications & Requirements

Required

1–2 years experience in client success, account management, or client-facing roles
Strong written and verbal English communication skills
High level of proactiveness and accountability
Strong organizational and documentation skills
Ability to manage multiple onboarding schedules simultaneously
Confidence in handling client communication independently

Preferred (Not Required)

Experience in Virtual Assistant, home care, or service-based industries
Familiarity with onboarding processes and client lifecycle management
Experience working with cross-functional teams

Performance Expectations

Success in this role requires:

Strong ownership of assigned accounts
Consistent and structured reporting
Proactive communication with clients and internal teams
Ability to identify and resolve issues early
Maintaining alignment between client expectations and VA performance

Training & Performance Expectations

Participation in structured onboarding and internal training programs
Continuous improvement through feedback and coaching
Adherence to onboarding processes, SOPs, and reporting standards
Ability to adapt to evolving client needs and workflows

Core Responsibilities
Client Onboarding & Facilitation

Facilitate onboarding meetings with clients and Virtual Assistants
Manage up to 4 onboardings per day while maintaining quality and structure
Ensure onboarding agenda is followed and all required topics are covered
Guide clients on how to train and work effectively with their VA
Ensure all systems, tools, and access are properly set up

Account Management & Client Communication

Manage assigned client accounts independently
Conduct post-onboarding follow-ups to ensure smooth transition to live operations
Handle client concerns directly and provide timely resolutions
Maintain proactive communication with clients to prevent issues
Escalate high-level concerns appropriately while maintaining ownership of the account

VA Readiness & Performance Alignment

Monitor VA readiness prior to onboarding
Coordinate with Training Team to confirm VA-client alignment
Ensure VAs are prepared with tools, access, and basic understanding before onboarding
Identify early performance gaps and coordinate with internal teams for support
Reinforce expectations and accountability with VAs during onboarding

Cross-Department Coordination

Sales Team
Report “VA Ready to Onboard” status
Clarify client expectations and follow up on Strategy Call details
Training Team
Follow up on assigned VA readiness and training progress
Operations Team
Coordinate pre-onboarding requirements and VA deployment readiness
Client Relations Team
Escalate client-related concerns or sensitive situations requiring support

Reporting, Documentation & KPI Management

Submit accurate and timely End-of-Day (EOD) and End-of-Week (EOW) reports
Provide onboarding summaries after each onboarding session

Track and report:

VA readiness status
Onboarding progress
Client feedback
Ensure all onboarding documentation is complete, organized, and up-to-date

KPIs & Performance Metrics
Success in this role is measured by:

60% Onboarding Survey Rate
40% Onboarding Completion Rate
Quality and consistency of onboarding summaries
Timeliness and accuracy of EOD/EOW reports
Client satisfaction and communication effectiveness
Ability to manage and retain assigned accounts independently

Escalation Guidelines

Handled Independently:

Low-level client concerns
Routine onboarding adjustments
Standard VA coordination
Coordinate with Client Success Manager:
Medium to high-level client concerns
Performance risks or onboarding issues
Account-level challenges requiring strategic decisions

Escalate to Appropriate Teams:

Client Relations: Client escalations or sensitive issues
Training: VA readiness or training gaps
Sales: Misalignment from Strategy Call expectations
Operations: Pre-onboarding and deployment concerns

This is an urgent hiring need.

Ascension Business Solutions is prioritizing this role due to active onboarding demands and leadership support requirements.

Qualified candidates who complete all application and assessment steps promptly may be contacted and processed on an accelerated timeline.

Compensation & Benefits:

Ascension Business Solutions offers a structured, long-term employment opportunity designed to support stability, growth, and professional development.

Competitive compensation aligned with the leadership role scope
Paid training and structured onboarding
Fully remote work setup, including company-issued laptop and noise-canceling headset
HMO health coverage (subject to eligibility guidelines)
Paid Time Off (PTO)
Performance-based annual salary increases
Additional bonuses are available after 6 months of tenure

ABS is intentional about building long-term professional partnerships, not short-term or gig-based arrangements.

Why Join Ascension Business Solutions?

Shape the quality and readiness of ABS’s global VA workforce
Work directly with Leadership and cross-functional teams
Operate within clear systems, standards, and escalation frameworks
Join a values-driven organization guided by Love, Support, and Excellence

Disclaimer: Responsibilities may evolve based on business needs. Employment is at-will.

How to Apply:

Complete the Application Form and include the following:

Vocaroo introduction link
Updated resume
Device specifications screenshot
Internet speed test result

⚠️This role is urgent. Early and complete applications will be prioritized. Incomplete applications may not be processed.

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