# Client Account Manager (ABA Therapy Industry) - EST Working Hours (Remote)

> ISTA Personnel Solutions · Johannesburg, South Africa (Remote) · Full-time · Posted 2026-07-08

**Workplace:** remote

**Department:** SA - Operations

## Description

ISTA Personnel Solutions is a fast-growing Business Process Outsourcing (BPO) company that partners with leading U.S.-based businesses. We don't recruit on behalf of clients—we become an extension of their teams by providing dedicated remote staff across a range of industries.

We are looking for an experienced **Client Account Manager** to oversee our remote working agents on multiple USA-client accounts specialising in **ABA Therapy services**. We're looking for someone who has **managed agents** in a **BPO or contact centre environment within the ABA Therapy industry** and understands how to balance client expectations with operational performance.

You will be responsible for managing a portfolio of ABA client accounts, supporting remote agents, monitoring operational performance, driving KPIs and acting as the primary operational contact for your assigned ABA clients.

**PLEASE NOTE:**

-   **Working Hours:** _16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA, however must be flexible to work overtime and be available over weekends if needed._
-   **Work Environment:** _This is a fully remote working role._
-   You will be required to **work** on both South African and US **public holidays** (compensation for SA public holidays in accordance with the BCEA).
-   **Internet Requirements:** A **fixed fibre line** with a minimum speed of **25 Mbps (upload & download)** and the ability to support a **wired Ethernet connection** is mandatory. _Applicants without a fixed fibre line cannot be considered._
-   **Power Backup:** A **reliable power backup solution** is required to manage **load shedding and power outages**. _Applicants without a power backup cannot be considered._

**KEY RESPONSIBILITIES:**

-   Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry.
-   Lead, coach and support remote agents to achieve performance, productivity and quality targets.
-   Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively.
-   Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
-   Build strong working relationships with assigned clients and serve as their primary operational contact.
-   Respond to client enquiries, concerns and operational escalations promptly and professionally.
-   Work closely with the Client Success Manager to ensure a consistent client experience.
-   Analyse operational data and identify trends, risks and opportunities for improvement.
-   Prepare and present weekly and monthly operational performance reports.
-   Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements.
-   Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts.
-   Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

## Requirements

-   ABA Therapy Industry experience is a non-negotiable
-   BPO or Call Centre Operations experience
-   Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment
-   Excellent coaching and problem-solving skills.
-   Strong understanding of KPIs, SLAs, productivity and performance management.
-   Confident presenting reports and discussing performance with clients and internal stakeholders.

_If you are not contacted within 14 working days, please consider your application unsuccessful._

## Apply

[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/76D3B1D945/apply)

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