Human Success Management
We don't just match you with a VA and disappear. Every Full-Time engagement includes a dedicated Client Manager who monitors performance, conducts monthly KPI reviews, and makes sure your VA operates to the THC standard — continuously.
Monthly
KPI reviews
We360
Time tracking
Asana
Task visibility
1 backup
VA always on deck
Your Dedicated Client Manager
Every Full-Time plan engagement includes a dedicated Human Success Manager — your single point of contact beyond your VA. Your Client Manager monitors your VA's performance through Asana dashboards, conducts monthly KPI reviews, and acts as the escalation point for any operational issues.
Responsibilities
- →Monthly KPI review calls with the client
- →Asana dashboard monitoring for task completion rates
- →VA performance review and feedback sessions
- →Escalation management — your first call when anything is off
- →Onboarding coordination for new VA engagements
- →Rematch management if a VA isn't working out
- →Scale planning — adding additional VAs to your team
QA Process & Performance Reviews
Quality assurance is not a one-time event at THC — it is an ongoing process. Every 30 days, your Client Manager reviews a sample of your VA's work output, checks task completion rates in Asana, and gathers feedback from your team on communication quality and responsiveness.
Responsibilities
- →Monthly work output sampling and quality review
- →Task completion rate monitoring (target: 95%+)
- →Communication quality assessment — response time, clarity, tone
- →Tool proficiency verification — are they using your systems correctly?
- →Client satisfaction scoring with structured feedback loops
- →Corrective action plans for performance issues
- →Documentation of QA findings shared with client quarterly
We360 Time Tracking
We360 provides transparent, activity-based time tracking for every THC VA. Clients with Full-Time plans can access activity reports showing time spent per task category, application usage during working hours, and productivity metrics — giving you full visibility without micromanaging.
Responsibilities
- →Activity-based time tracking (not just clock-in/clock-out)
- →Application usage monitoring during working hours
- →Task category time distribution reports
- →Productivity trend reporting over time
- →Client-accessible dashboard (where requested)
- →Time tracking data used in monthly QA reviews
Asana Project Management
Asana is the operational backbone of every THC engagement. All tasks, deadlines, and project milestones are managed in Asana. Clients have full visibility into their VA's task queue, completion status, and project timelines — without needing to ask for updates.
Responsibilities
- →All tasks created, assigned, and tracked in Asana
- →Client access to VA's Asana workspace (read or full access)
- →Weekly progress report generated from Asana data
- →Project templates created for recurring workflows
- →Deadline tracking with automated reminders
- →Cross-VA coordination for clients with multiple VAs
Backup VA Coverage
Every THC VA has a designated backup. When your primary VA is sick, on approved leave, or unavailable for any reason, your backup steps in — already briefed on your account, your tools, and your preferences. Your operations never pause.
Responsibilities
- →Designated backup VA briefed on your account from day one
- →Backup VA has read access to your Asana workspace
- →Handoff protocol documented in your account SOP
- →Client notified proactively when backup coverage activates
- →Backup VA performance is also monitored by your Client Manager
- →No additional charge for backup coverage
Offboarding Process
When an engagement ends — for any reason — our offboarding process ensures a clean, professional transition. All client system access is revoked, credentials are removed from VA password managers, and a final output handover is conducted so nothing is lost.
Responsibilities
- →Written offboarding notice (2-week standard)
- →All client system access revoked within 24 hours of final day
- →Password manager credentials removed and confirmed
- →Final task handover document provided to client
- →Account closure confirmation sent within 48 hours
- →NDA confidentiality obligations remain in force post-engagement
Success Management FAQs
Does every plan include a Client Manager?
The dedicated Client Manager is included in the Full-Time ($1,300/month) plan. Part-Time clients have access to the support team for any issues but do not have a dedicated manager assigned.
How often does my Client Manager check in?
Your Client Manager conducts a formal monthly KPI review call. Between reviews, they monitor your VA's performance through Asana and We360 data and will proactively reach out if anything requires attention.
What KPIs does THC track for my VA?
Standard KPIs include task completion rate (target 95%+), response time to client communications, quality of work output as assessed in monthly sampling, and client satisfaction score from monthly feedback.
What happens if my VA's performance drops?
Your Client Manager initiates a formal corrective action process: documented feedback, a performance improvement plan, and a 2-week review period. If performance does not recover, a rematch is initiated at no extra cost.
Get a Managed VA Engagement
The Full-Time plan ($1,300/month) includes your dedicated VA plus a Client Manager who actively monitors performance, conducts monthly reviews, and ensures your engagement delivers. Month-to-month. Cancel anytime.