Solutions Expert

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

• Act as a buffer between client deposit and VA onboarding.
• Prevent churn by maintaining engagement during the onboarding gap.
• Provide psychological reassurance through expert, high-touch interactions.
• Build the bridge between Sales wins and operational execution, ensuring Day 1 readiness.

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.

1. 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.

1. 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.

1. 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.”

1. 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.