Responsibilities
- Review all closed deals to identify solution opportunities based on deal value, client goals, VA alignment, and churn risk factors.
- Flag vulnerable accounts early. Design and execute proactive engagement strategies to keep clients warm and confident through the transition.
- Perform deep audits (emails, tools, calendars, websites, social platforms) to uncover “invisible work” and redundant routines ready for systemization.
- Communicate continuously with the Customer Success Management (CSM) and Talent Acquisition (TA) teams to monitor placement progress and operational readiness.
- Conduct strategic reach-outs to clients in motion between deal close and VA start date to maintain confidence and progress visibility.
- Ensure all findings are shared back to internal partners, creating a consistent view of deal status and client expectations.
- Lead interactive sessions where you observe clients working via screen-share, narrate logic, and delegate documentation to the Bench VA in real time.
- Identify the real pain points by asking, “What’s one task making you want to quit your job?” rather than waiting for a handover list.
- Convert messy routines, voice notes, or screen recordings into clean, logical Standard Operating Procedures (SOPs) that a VA can execute without ambiguity.
- Convert discovery insights into digestible, trainable documentation for VAs to ensure alignment and readiness before account handoff.
- Summarize findings → share with VA → host a follow-up call to clarify questions and ensure full understanding of task logic.
- Work physically on the office floor with Bench VAs to ensure nuanced understanding of the client before “Go Live.”
- Deploy the Wing Tech Stack (LastPass, Slack, project tools) to secure accounts and enable Day 1 operational smoothness.
- Present Wing’s security protocols to reassure clients and encourage openness during system setup.
Requirements
- Ability to look at a CEO’s workflow and instantly identify tasks ready for VA delegation.
- Deep fluency with G-Suite, Slack, CRM, and project management tools (Asana, Trello, ClickUp).
- Strong executive presence and communication skills to guide high-level clients efficiently through 15-minute solution sprints.
- Comfort navigating multiple stakeholders and maintaining visibility across workstreams.
Strategic Purpose
- Act as a buffer between client deposit and VA onboarding.
- Prevent churn by maintaining engagement during the onboarding gap.
- Provide psychological reassurance through expert, high-touch interactions.
- Build the bridge between Sales wins and operational execution, ensuring Day 1 readiness.
Success Metrics
- The 24-Hour Win: Delivery of the first functional, approved SOP within 24 hours of the client deposit.
- Retention Velocity: Number of SOPs/tasks extracted and delegated within the first 7 days post-sale.
- Churn Prevention Rate: Percentage of clients who complete a shadowing session and remain engaged v/s going inactive pre-onboarding.
