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 the ability to analyze complex situations and propose effective solutions.

• Strong multitasking skills, capable of managing multiple responsibilities concurrently.

• Proficient in handling difficult conversations and resolving conflicts in a diplomatic manner.

• Collaborative team player who thrives in a fast-paced, dynamic environment.

• Open to receiving feedback and using it constructively to enhance performance.

• Proven problem-solving skills with a proactive and solution-oriented mindset.

 

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 staff's 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.

 

Other or Special Tasks:

 

• Deliver refresher training on Client'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 and client requirements

• Assist in the preparation and monitoring of client-requested reports to ensure accurate and timely delivery.

• Coordinate with staff and schedule a call with the Client Success Manager if needed