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.