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Principal Client Success Strategist

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 presents a unique opportunity to significantly influence our operations while benefiting from extensive training, professional development, and long-term career advancement. You will deliver exceptional client service and cutting-edge technology solutions to support our clientele.

As a Subject Matter Expert (SME) in I-9 Employment Eligibility, E-Verify, and Fragomen's I-9 Service Center, you will thrive in a vibrant, fast-paced environment alongside individuals who are dedicated to Fragomen and our innovative solutions. You will engage with a diverse range of clients from various sectors nationwide.

Fragomen's I-9 Service Center stands as the leading I-9 SaaS and fully managed solution in the market. Our continuously evolving product is designed to be adaptable, enabling clients to automate, streamline, and enhance the compliance of their I-9 programs. In this role, you will collaborate with a talented and diverse team to acquire new skills and deepen your understanding of I-9 management and compliance.

Your Impact as a Senior Client Success Consultant at Fragomen:
  • Independently execute tasks related to I-9 and E-Verify employment eligibility processes, effectively communicating this information to clients.
  • Monitor the status of I-9 cases using various Software as a Service (SaaS) products utilized by the firm and our clients.
  • Serve as a Subject Matter Expert in I-9 and E-Verify processes for our diverse service level clients.
  • Collaborate with clients to troubleshoot issues, establish I-9 processes and strategies, and recommend solutions and enhancements.
  • Exhibit proficiency in I-9 processes, demonstrating knowledge and problem-solving capabilities.
  • Proactively provide timely and clear responses regarding I-9 processes, verification statuses, and other inquiries.
  • Meet established deadlines in accordance with Service Level Agreements (SLAs) and communicate progress and escalations to supervisors.
  • Assist in recruiting and training new team members while identifying opportunities to enhance team productivity and contribute to office-wide initiatives.
  • Recognize changes in I-9 processes that may affect work and collaborate with leadership to implement necessary adjustments.
  • Maintain fluency in I-9 Employment Eligibility, E-Verify, Fragomen's I-9 Service Center, and other SaaS programs, along with relevant reporting tools and technologies.
  • Understand and contribute to both team and individual productivity objectives.
  • Adhere to documented firm standards and policies to mitigate risks and ensure compliance with regulatory, operational, and client 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 experience as an SME in I-9 Employment Eligibility, E-Verify, and I-9 processes.
  • Strong understanding of I-9 and E-Verify procedural requirements.
  • Exceptional written and verbal communication skills.
  • Proven customer-facing experience with a successful track record in a service-oriented role.
  • Able to thrive in a high-volume, fast-paced environment.
  • Capable of managing confidential and sensitive information.
  • Proven ability to resolve customer issues and take ownership until resolution.
  • Excellent judgment, decision-making skills, and meticulous attention to detail.
  • Experience with various computer systems, including MS Word and Excel.
  • Commitment to fostering a positive work environment, collaborating effectively, and promoting teamwork.
Employee Benefits:

At Fragomen, we recognize that exceptional individuals contribute to a successful organization. We value our employees and provide a comprehensive range of benefits, including:
  • 22 PTO days plus federal holidays.
  • Medical, dental, and vision plans, along with FSA and HSA options.
  • 401K plan with company matching.
About Fragomen:

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

Compensation:

The salary range for this position considers various factors, including individual skills, experience, qualifications, work location, work arrangement, and applicable laws. It is uncommon for an individual to be hired at the upper end of the salary range, as compensation decisions depend on the aforementioned factors.

A reasonable estimate of the current salary range for individuals able to work a hybrid schedule locally is:

$70,000 - $95,000.

Eligible candidates may also take advantage of our benefits offerings, including 401K and paid time off plans.