Post-Sales Operations Lead

About the Role

The Solutions Expert is the bridge between Sales and Service Delivery - the “Work Extractor” who captures value from deals right after a client deposits and before a Virtual Assistant (VA) is fully onboarded.

Your mission: prevent client drop-off, maintain post-sale momentum, and transform unclear goals into executable systems. You don’t wait for instructions — you hunt for clarity. Through discovery, auditing, and collaboration, you turn chaos into a ready-to-deploy workflow in record time.

You ensure every client feels supported, every VA is informed, and every deal transitions seamlessly from excitement to execution — all within the crucial first two weeks.

🎯 Strategic Purpose

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Act as a buffer between client deposit and VA onboarding.

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Prevent churn by maintaining engagement during the onboarding gap.

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Provide psychological reassurance through expert, high-touch interactions.

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Build the bridge between Sales wins and operational execution, ensuring Day 1 readiness.

Key Responsibilities:
1. Client Auditing & Quality Assurance

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

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

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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

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

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

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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

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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.

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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.

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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

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

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

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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

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

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

Success Metrics:
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The 24-Hour Win: Delivery of the first functional, approved SOP within 24 hours of the client deposit.

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Retention Velocity: Number of SOPs/tasks extracted and delegated within the first 7 days post-sale.

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Churn Prevention Rate: Percentage of clients who complete a shadowing session and remain engaged v/s going inactive pre-onboarding.

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

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

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

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