Post - sales Operations Lead

Post-Sales Operations Lead

The Post-Sales Operations Lead connects the Sales team with Service Delivery. You step in right after a client signs up and make sure their handover to a Virtual Assistant (VA) goes smoothly. Your job is to keep the client engaged, set up clear systems, and ensure work is ready for the VA — all within the first two weeks.

You keep clients confident, make sure VAs are fully prepared, and turn unclear tasks into clear workflows.

Key Responsibilities

1. Client Review & Onboarding Readiness

• Review closed deals to understand the client's goals, business type, and possible challenges.
• Identify risks early and help prevent client drop-off.
• Audit client tools, files, and routines to find tasks that a VA can take over.

2. Coordination & Communication

• Work closely with the Customer Success and Talent Acquisition teams to track client progress.
• Maintain regular contact with clients between deal close and VA start date.
• Keep all internal teams updated so everyone knows what's happening with each client.

3. Discovery & Work Extraction

• Lead "shadowing sessions" to watch how clients work and identify which tasks to systemize.
• Ask the right questions to uncover real time-consuming tasks and priorities.
• Turn rough notes or recordings into clear SOPs (Standard Operating Procedures) for VAs.

4. Documentation & Handoff

• Turn your findings into concise, easy-to-follow documentation for the assigned VA.
• Review the materials with the VA to make sure everything is understood before launch.
• Collaborate with Bench VAs in the office to prepare for client "Go Live."

5. Systems & Process Setup

• Set up tools like LastPass, Slack, and other project management apps for smooth Day 1 operations.
• Reassure clients about data security and confidentiality practices.

Success Indicators

• First SOP ready within 24 hours after client payment.
• Task extraction completed within 7 days of sale.
• High client retention before and after VA onboarding.

Qualifications

• Strong understanding of business workflows and task delegation.
• Skilled with Google Workspace, Slack, and project tools (Trello, Asana, ClickUp, etc.).
• Excellent communication and problem-solving skills.
• Able to work with different teams and handle multiple projects at once.