Client Success Partner

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.

Schedule:

• 8:00 PM - 5:00 AM Manila time

Responsibilities:

Onboarding:

• Monitor the Onboarding Pipeline to ensure a smooth transition at each step of the process.
• Guide staff through contract terms and expectations during the initial assignment phase.
• Coordinate the delivery of welcome packets, including client logins and software requirements, before the staffs first day.
• Conduct onboarding discussions to familiarize new hires with client house rules and guidelines.
• Completing the background check compliance for new hires.

Offboarding:

• Conduct offboarding discussions to ensure proper notifications and smooth transitions.
• Assist staff with the offboarding process and liaise with the offboarding team to address any concerns.
• Provide support for post-offboarding inquiries and issues.
• Complete the offboarding checklist, including recommendations for staff reprofiling.

Operations:

• Collaborate closely with the Workforce Planner to monitor daily attendance and prepare accurate reports.
• Engage in documented touch-base sessions to discuss client feedback and expectations of results.
• Address staff inquiries and concerns promptly to maintain a positive working relationship.
• Review and approve staff paid hours, providing feedback on productivity as needed.
• Work alongside the Client Success Manager to enhance staff experience and adherence to client standards.
• Stay informed about voluntary benefits available to individual contractors.
• Efficiently maintain up-to-date trackers related to attendance and system issues.
• Coordinate with Staff Services on Hubspot ticket movements.