Client Success Partner

So, what does a Client Success Partner really do?

Imagine yourself as the bridge between clients and staff, ensuring smooth onboarding and offboarding, optimizing workflow efficiency, and fostering strong relationships that drive success. As a Client Success Partner, you will manage critical client interactions, provide operational support, and oversee key processes to maintain top-tier service standards. Your ability to multitask, think critically, and handle challenging conversations will be crucial in creating a positive and seamless experience for both clients and staff.

What You Will Do:

Onboarding:

• Monitor the onboarding pipeline to ensure smooth transitions at each stage.
• Guide staff through contract terms, expectations, and initial assignments.
• Coordinate the delivery of welcome packets, including client logins and software requirements.
• Conduct onboarding discussions to introduce new hires to client guidelines.
  Ensure compliance with background check requirements for new hires.
  
  

Offboarding:

• Conduct offboarding discussions, ensuring proper notifications and seamless transitions.
• Assist staff through the offboarding process and address concerns as needed.
  Provide post-offboarding support and manage reprofiling recommendations.
  
  

Operations & Client Management:

• Collaborate with the Workforce Planner to track attendance and generate reports.
• Engage in documented touch-base sessions to assess client feedback and performance expectations.
• Address staff inquiries and concerns, maintaining strong professional relationships.
• Review and approve staff paid hours, ensuring productivity benchmarks are met.
• Work closely with the Client Success Manager to enhance the overall staff experience.
• Stay informed about voluntary benefits available to independent contractors.
• Maintain up-to-date trackers related to attendance and system issues.
• Coordinate with Staff Services on HubSpot ticket movements.
  
  

Additional Responsibilities:

• Conduct refresher training on Client’s Core Values at the 2-week and 3-month tenure marks.
• Assist in preparing and monitoring client-requested reports.
• Take on special projects as needed to support operational excellence.
  
  

What We’re Looking For:

• A critical thinker who can analyze complex situations and propose effective solutions.
• Strong multitasking abilities, with the capability to manage multiple priorities efficiently.
• Excellent communication skills, particularly in handling difficult conversations.
• A collaborative team player who thrives in a dynamic and fast-paced environment.
• Someone who welcomes feedback and uses it constructively to enhance performance.
• A problem-solver with a proactive, solution-oriented mindset.
  
  

Qualifications:

• At least 2+ years of experience in client relations, customer success, or a related field.
• Strong proficiency in English (both verbal and written).
• Experience working in a remote or BPO setup is a plus.
• Must be highly organized, detail-oriented, and adaptable.
• Ability to work independently and efficiently in a high-performance environment.

Work Setup & Compensation:

• Schedule: 8:00 PM - 5:00 AM MNL (9:00 PM - 6:00 AM during DST).
  Start Date: ASAP.
• Salary: Php 35,000/month (bi-monthly payout).
• Load Allowance: Php 300/month.
• Work Arrangement: Fully remote (independent contractor role).