Client Onboarding & Process Manager

About the Role

Scale Virtually partners with growing U.S.-based companies across industries including SaaS, marketing, real estate, property management, and service businesses to build structured offshore teams.

Our Client Services department works closely with Process Engineers, Placement Specialists, and Operations to ensure structured onboarding, documented workflows, and successful long-term delivery.

We are hiring a Client Onboarding & Process Manager to lead onboarding sessions, document operational workflows, and prepare detailed role definitions that support successful VA placements.

This role reports directly to the Client Services Manager and collaborates with both Placement and Operations teams.

Role Overview

You will own the client onboarding journey from contract signing through placement readiness and workflow transition.

This includes:

• Leading structured onboarding and discovery calls
• Setting clear expectations around scope and timelines
• Translating client workflows into structured SOP documentation
• Drafting and refining detailed Job Descriptions
• Coordinating with Placement Specialists during recruitment
• Managing client alignment throughout onboarding
• Training newly placed VAs on delegated workflows and documented processes
• Ensuring a smooth transition into ongoing operations

This is a delivery and relationship management role — not a sales position.

What Success Looks Like

• Clients understand scope, timeline, and next steps clearly
• Job Descriptions are specific and aligned before recruitment begins
• Documentation reflects real workflows
• Placement begins with minimal confusion
• Clients remain confident and engaged throughout the onboarding journey

Requirements

You’re a Great Fit If You...

• 3–6+ years in client onboarding, implementation, account management, or operations
• Experience managing client expectations in structured environments
• Experience building SOPs or documentation
• Strong written and verbal English communication skills
• Ability to balance structure with relationship management
• Comfortable working cross-functionally in a remote team

Preferred / Nice-to-Have

• Experience in BPO, SaaS operations, or startup environments
• Familiarity with Project Management tools such as Clickup, Monday.com
• Exposure to automation or process improvement initiatives

Benefits

• $1,380 – $1,730 monthly (Based on experience)

• Fully remote
• Paid onboarding and training
• Direct impact on client retention and fulfillment quality
• High visibility with leadership