About The Role
The Client Launch Manager owns the most critical and most neglected window in our customer journey: the period between a signed contract and a VA's first working week.
You will replace the current administrative hand-off process with active pipeline management. From the moment a deal is marked as won, you own that client's journey through candidate review, interview scheduling (working alongside the OBS who facilitates interviews), VA placement, and onboarding — all the way through to a clean handoff to the CSM after the VA's first working week. You are the single point of accountability for making sure signed deals become working accounts.
You work alongside the existing OBS (Onboarding Specialist) who handles the client-facing interview facilitation. The OBS runs the interviews — you make sure the interviews actually happen, that the client shows up, that feedback is collected same-day, and that no account sits idle at any stage. You also coordinate with the Solutions Expert team to ensure that SOP documentation and task playbooks are ready before the VA starts, so the client's first week is productive rather than chaotic.
Own the post-sale pipeline for every new account from deal-won to VA's first completed week. Replace the current OBM admin hand-off with active pipeline management. You are not submitting forms — you are driving accounts forward through every stage.
Define and manage clear pipeline stages in HubSpot: Deal Won, JRF Submitted to Staffing, Candidates Sourced, Profiles Sent to Client, Interview Scheduled, Interview Completed, Client Feedback Received, VA Matched, Onboarding Scheduled, Onboarding Completed, First Week Complete, Handed Off to CSM. Every account should have a visible status at all times.
Contact every new client within 24 hours of their deal closing to welcome them, set expectations for the process and timeline, and confirm their availability for candidate review and interviews. Establish a launch timeline with specific dates — not open-ended waiting.
Monitor client responsiveness at every stage. If a client has not responded to candidate profiles within 48 hours, call them. If a client has not provided interview feedback within 24 hours after an interview, call them. If a client is unresponsive for 3+ business days at any point, escalate with a direct phone call and flag for leadership review at 5+ business days.
Work alongside the OBS to ensure interviews are scheduled and executed smoothly. The OBS facilitates the interviews — you ensure the client actually shows up, that scheduling happens within 48 hours of profile approval, and that post-interview feedback is captured the same day. If the OBS is struggling to get a client scheduled, you step in.
Coordinate with the Talent Advisor and staffing team to ensure candidate sourcing is on track and timelines are communicated to the client proactively. If sourcing is taking longer than expected, you call the client with an update before they have to ask.
Coordinate with the Solutions Expert team on SOP and task documentation. When a Solutions Expert has completed their work extraction with a client, you receive the documentation and ensure it gets to the assigned VA before the client's start date. Conduct or facilitate a briefing between the Solutions Expert and the VA to transfer knowledge. Confirm with the VA that they understand the client's tasks and workflows before the onboarding call.
Identify and resolve onboarding blockers before the VA's start date. If the client needs to provide system access, set up tool accounts, or get internal approvals, work with them to complete these items in advance — not on day one.
Manage client expectations throughout the launch window. Proactively communicate timelines, next steps, and any delays. Clients should never wonder what's happening with their account.
Execute a structured handoff to the assigned CSM after the VA's first working week. The handoff package includes: confirmed tasks and active workflows, any client preferences or concerns noted during launch, VA performance observations from the first week, Solutions Expert SOP documentation, and any open items requiring CSM follow-up.
Track and report on launch pipeline metrics weekly: time from deal-won to VA placed, time from placement to first task, client responsiveness rates at each stage, number of accounts at risk of non-start, reasons for non-start, and accounts rescued from going MIA.
Activation rate — percentage of closed-won deals where the VA is successfully placed and working. This is the primary metric.
Average time from deal-won to VA placed. Goal is to compress this window significantly from the current baseline.
Average time from VA placed to first client task completed.
Client responsiveness rate — percentage of clients who engage within 48 hours at each pipeline stage.
Number of accounts rescued from going MIA during the launch window per month.
Reduction in non-start churn and refund requests month over month.
Handoff quality score — CSM satisfaction with the completeness and accuracy of account handoffs (measured via internal survey or feedback loop).
3+ years of experience in client onboarding, implementation management, account management, or project management in a B2B services, staffing, or subscription environment.
Exceptional follow-up discipline and urgency - You are the person who calls on day 2 of silence, not day 10. You do not wait for clients to come to you.
Strong phone skills - This role requires daily outbound calls to clients who are not responding to emails. You are comfortable being pleasantly persistent — warm but relentless.
Highly organized with the ability to manage 20-40 active launch accounts simultaneously - You need a system for tracking every account's status and you need to work it daily without letting anything slip.
Process-building mindset - You will be defining the post-sale pipeline stages, escalation triggers, and handoff procedures. You should be comfortable creating structure where none currently exists.
Strong cross-functional coordination skills - You will work daily with the OBS, Solutions Experts, Talent Advisors, staffing team, and CSMs. You need to be able to drive action across teams without direct authority over them.
Client-facing communication skills - Clients during the launch window are often overwhelmed, uncertain, or losing momentum. You need to make the process feel easy and keep their confidence high.
Experience with CRM and pipeline management tools (HubSpot preferred).
Experience in the virtual staffing, BPO, or managed services industry.
Familiarity with onboarding workflows that involve third-party talent sourcing and placement.
Experience building onboarding or implementation processes from scratch.
Background in reducing time-to-value or improving activation rates in a subscription or SaaS business.
Experience managing handoffs between implementation/onboarding teams and ongoing account management teams.
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