Client Success Partner

This is a remote position.

Role Overview:

As a Client Success Partner, you will play a pivotal role in ensuring the seamless onboarding and offboarding of staff, maintaining operational efficiency, and fostering a positive client-staff relationship. Your critical thinking, multitasking, and problem-solving skills will be instrumental in handling various responsibilities, including challenging conversations and feedback-driven improvements. Your ability to collaborate within a team, receive and act on feedback, and guide staff members through their journey with the company will contribute to the overall success of the organization.

Skills and Qualifications:

• Critical thinker with strong problem-solving and solution-oriented mindset.

• Able to manage multiple responsibilities in a fast-paced, dynamic environment.

• Skilled in handling difficult conversations and resolving conflicts diplomatically.

• Collaborative team player open to feedback and continuous improvement.

• Creative and strategic thinker, able to design initiatives that enhance contractor engagement and experience.

Responsibilities:

Onboarding:

• Guide contractors through contract terms, expectations, and Client house rules.

• Coordinate delivery of welcome packets, including Client logins and software requirements.

• Ensure completion of background checks and smooth onboarding transitions.

Offboarding:

• Facilitate offboarding discussions and assist contractors through the process.

• Address post-offboarding inquiries and complete offboarding checklists, including recommendations for contractor reprofiling.

Operations:

• Monitor contractor attendance and maintain accurate reports.

• Address contractor inquiries promptly to maintain positive working relationships.

• Review and approve contractor hours, providing feedback on productivity.

• Collaborate with the Client Success Manager to ensure adherence to Client standards.

• Facilitate discussions based on client feedback regarding expectations.

• Develop creative and strategic initiatives to enhance contractor experience and build stronger engagement.

• Maintain up-to-date trackers on attendance, system issues, and benefits.

• Coordinate with Staff Services on ticket movements and operational updates.

Other or Special Tasks:

• Participate in quarterly strategic meetings with the Client Success Manager for data-driven report analysis.

• Assist with client-requested reports and other tasks as needed.

• Undertake additional tasks to accommodate Client’s evolving demands and needs.

• Minimum of 2–3 years experience as a Team Leader in a BPO or virtual outsourcing environment.
• Experience managing teams of 25 or more; alternatively, experience overseeing contractors beyond their previous responsibilities.
• Strong experience in data analysis and leading projects.