Post-Sales Operations Lead

Key Responsibilities

1. Client Auditing & Quality Assurance 

• Sales Call Auditing: Review all closed deals to identify solution opportunities based on deal value, client goals, VA alignment, and churn risk factors.

• Deal Risk Management: Flag vulnerable accounts early. Design and execute proactive engagement strategies to keep clients warm and confident through the transition.

• Operational Diagnostics: Perform deep audits (emails, tools, calendars, websites, social platforms) to uncover “invisible work” and redundant routines ready for systemization.

2. Cross-Team Coordination & Pipeline Management 

• Pipeline Tracking: Communicate continuously with the Customer Success Management (CSM) and Talent Acquisition (TA) teams to monitor placement progress and operational readiness.

• Momentum Maintenance: Conduct strategic reach-outs to clients in motion between deal close and VA start date to maintain confidence and progress visibility.

• Information Syncing: Ensure all findings are shared back to internal partners, creating a consistent view of deal status and client expectations.

3. Discovery & Work Extraction 

• Live “Shadowing” Sessions: Lead interactive sessions where you observe clients working via screen-share, narrate logic, and delegate documentation to the Bench VA in real time.

• The “Reverse Interview”: 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.

• Process Decomposition: Convert messy routines, voice notes, or screen recordings into clean, logical Standard Operating Procedures (SOPs) that a VA can execute without ambiguity.

4. Documentation & VA Enablement 

• Findings Translation: Convert discovery insights into digestible, trainable documentation for VAs to ensure alignment and readiness before account handoff.

• Enablement Workflow: Summarize findings → share with VA → host a follow-up call to clarify questions and ensure full understanding of task logic.

• Bench Collaboration: Work physically on the office floor with Bench VAs to ensure nuanced understanding of the client before “Go Live.”

5. Systems Implementation & Operational Readiness 

• Tech Setup: Deploy the Wing Tech Stack (LastPass, Slack, project tools) to secure accounts and enable Day 1 operational smoothness.

• Confidentiality Shielding: Present Wing’s security protocols to reassure clients and encourage openness during system setup.

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.

Requirements

• Business Intuition: Ability to look at a CEO’s workflow and instantly identify tasks ready for VA delegation.

• Technical Command: Deep fluency with G-Suite, Slack, CRM, and project management tools (Asana, Trello, ClickUp).

• Consultative Gravitas: Strong executive presence and communication skills to guide high-level clients efficiently through 15-minute solution sprints.

• Cross-Team Agility: Comfort navigating multiple stakeholders and maintaining visibility across workstreams.