Client Success Partner

As a ClientSuccessPartner, you will play a pivotal role in ensuring the seamless onboarding and offboarding of staff, maintaining operational efficiency, and fostering a positiveclient-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 overallsuccessof the organization.

Schedule

Monday to Friday, 8:00 PM to 5:00 AM Manila time

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insuranceafter 90 days

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, includingclientlogins and software requirements, before the staff's first day.
• Conduct onboarding discussions to familiarize new hires withclienthouse 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 discussclientfeedback 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 theClientSuccessManager to enhance staff experience and adherence toclientstandards.
• 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.

Other or Special Tasks

• Deliver refresher training onClient's Core Values to staff members with tenure of 2 weeks and 3 months.
• Undertake additional tasks as required from time to time to support team andclientrequirements
• Assist in the preparation and monitoring ofclient-requested reports to ensure accurate and timely delivery.
• Coordinate with staff and schedule a call with theClientSuccessManager if needed

Preferred Qualifications

• At least 2 years of experience managing a team in a BPO or virtual outsourcing environment.
• Experience managing multiple priorities and operational tasks.
• Proven ability to handle escalations and difficult conversations, assess complex situations, and resolve conflicts.