Description
Fragomen WorkRight's Client Success position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities.
As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, Fragomen WorkRight's I-9 Service Center and other SaaS programs, you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about WorkRight and our technology solutions.
The Client Success Senior Analyst/Consultant supports the Client Success Supervisors in managing a portfolio of clients throughout the implementation, onboarding, compliance, and account management lifecycle.
Key Responsibilities
Client Implementation & Account Management Support
- Support the Client Success Supervisors in managing a portfolio of standard and premium clients.
- Assist with client implementations, onboarding activities, and ongoing account management tasks.
- Serve as a secondary point of contact for client inquiries and operational matters.
- Coordinate internal resources and follow up on client requests to ensure timely resolution.
- Help monitor client health, identify risks, and support initiatives to improve client satisfaction and retention.
Requirements Articulation & Documentation Management
- Gather and document client requirements and business needs.
- Translate client requirements into procedures, support workflows, and operational instructions for Help Desk and/or Special Projects.
- Maintain client-specific documentation, policies, playbooks, and service guides.
- Ensure documentation remains current and aligned with service expectations and contractual requirements.
Client Liaison & Compliance Management
- Support communication between clients and internal stakeholders, including Technology, Legal, Product, and Management teams.
- Assist with E-Verify compliance management, notifications, and client communications.
- Track compliance-related activities and escalate issues as appropriate.
- Partner with the Client Success Supervisor to address client concerns and ensure adherence to regulatory and company requirements.
Client Reporting & Business Review Support
- Help prepare meeting agendas, materials, minutes, and action-item follow-up for client meetings.
- Assist in the creation and delivery of Quarterly Business Reviews (QBRs), Monthly Client Reviews (MCRs), Annual Business Reviews (ABRs), and other client reporting.
User Acceptance Testing
- Participate in User Acceptance Testing (UAT) initiatives supporting Client Success and Product Development.
- Validate enhancements and document testing results.
- Maintain and update client-facing and internal user guides, training materials, and knowledge base content.
- Support adoption of new processes, products, and features.
Requirements
- Bachelor's degree, Associate's degree or professional certification preferred
- Ideally 4-5 years experience within the I-9 space
- Possess strong knowledge of I-9 procedural requirements and client processes.
- A superior client service mindset, attention to detail and desire to achieve a high level of productivity
- Experience using various computer systems, including Microsoft's suite, ServiceNow, GSuite, etc.
- Ability to multi-task in a fast-paced environment with competing demands
- Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes
- Ability to contribute to positive work environment, effectively collaborate and promote teamwork
Benefits
- 22 PTO days + Federal holidays
- Medical, Dental, and Vision plans + FSA & HSA Plans
- 401K plan, with company matching