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Lead Client Success Advisor

2 months ago

Mountain View, California, United States Fragomen Worldwide Full time
Job Overview

Position Summary:

The Senior Client Success Consultant role at Fragomen Worldwide offers a unique opportunity to significantly influence our operations while benefiting from comprehensive training, professional development, and opportunities for career advancement. This position is dedicated to delivering exceptional client service and innovative technology solutions that enhance our clients' experiences.

As a recognized expert in I-9 Employment Eligibility, E-Verify, and Fragomen's I-9 Service Center, you will thrive in a vibrant and challenging environment alongside a team of dedicated professionals who are passionate about our technology solutions. You will engage with clients from diverse sectors nationwide, ensuring their needs are met with precision and care.

Fragomen's I-9 Service Center stands as the leading I-9 SaaS and fully managed solution in the industry, consistently evolving to provide clients with tools that automate, streamline, and enhance compliance within their I-9 programs. In this role, you will collaborate with a talented and diverse team, gaining valuable insights into I-9 management and compliance.

Your Impact as a Senior Client Success Consultant:
  • Independently manage tasks related to I-9 and E-Verify employment eligibility processes, effectively communicating this information to clients.
  • Monitor the status of I-9 cases through various Software as a Service (SaaS) tools utilized by the firm and our clients.
  • Serve as a Subject Matter Expert in I-9 and E-Verify processes for a range of service level clients.
  • Collaborate with clients to troubleshoot issues, establish I-9 processes and strategies, and recommend improvements.
  • Exhibit a thorough understanding of I-9 processes, demonstrating problem-solving capabilities.
  • Provide timely and clear responses regarding I-9 processes, verification statuses, and general inquiries.
  • Adhere to deadlines in accordance with Service Level Agreements (SLAs), communicating progress and any escalations to supervisors.
  • Assist in onboarding and training new team members while identifying opportunities to enhance team productivity and overall project outcomes.
  • Recognize changes in I-9 processes that may affect operations and collaborate with leadership to implement necessary adjustments.
  • Maintain fluency in I-9 Employment Eligibility, E-Verify, and other SaaS programs, along with reporting tools and technologies for data management.
  • Contribute to both team and individual productivity goals.
  • Follow established firm standards and policies to mitigate risks and ensure compliance with regulatory and operational requirements.
  • Embrace a mindset of continuous improvement, actively seeking opportunities to enhance quality, efficiency, and standardization in processes, products, or services.
Utilize Your Skills and Experience to Make a Difference at Fragomen:
  • Demonstrated expertise as a Subject Matter Expert in I-9 Employment Eligibility, E-Verify, and related SaaS programs.
  • Strong understanding of I-9 and E-Verify procedural requirements.
  • Exceptional written and verbal communication abilities.
  • Proven experience in customer-facing roles with a successful track record.
  • Adept at thriving in high-volume, fast-paced environments.
  • Capable of managing confidential and sensitive information with discretion.
  • Proven problem-solving skills and ownership of issues until resolution.
  • Excellent judgment, decision-making skills, and meticulous attention to detail.
  • Familiarity with various computer systems, including MS Word and Excel.
  • Commitment to fostering a positive work environment, effective collaboration, and teamwork.
Benefits:

At Fragomen, we recognize that our people are our greatest asset. We offer a comprehensive benefits package that includes:
  • 22 PTO days plus federal holidays.
  • Medical, dental, and vision plans, along with FSA and HSA options.
  • 401K plan with company matching.
Learn More About Fragomen:

We encourage you to explore our mission, the meaningful work we do for our clients, and the standard benefits we provide.

Compensation:

The salary range for this position reflects various factors considered in compensation decisions, including skills, experience, qualifications, and applicable laws. Typically, individuals are not hired at the top end of the salary range. A reasonable estimate for this role, for those able to work in a hybrid schedule, is between $70,000 and $95,000. Additionally, you may be eligible for our benefits offerings, including 401K and paid time off plans.