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.





Preferred Qualifications:

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.








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