Client Success Consultant

Job Description

Job Description

FragomenWorkRight’sClient 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. Providing world class client service and industry leading technology solutions, to support our clients.

As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, FragomenWorkRight’sI-9 Service Center and other SaaS programs.,ouwill work in an exciting, dynamic, and challenging atmosphere with people who are passionate aboutWorkRight, and our technology solutions. You will have the opportunity to interact professionally withWorkRight’sclients from various industry sectors across the country.

FragomenWorkRight’sI-9 Service Center is the first and preeminent I-9 SaaS and fully managed solution in the industry. Our product is continuously updated andoptimizedto be flexible andallowclientsautomate, streamline, and improve the compliance of their I-9 programs. In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance.

TheClient SuccessSenior Analyst/Consultant supports the Client Success Supervisorsin managing a portfolio of clients throughout the implementation, onboarding, compliance, and account management lifecycle. This role serves as a key operational and client-facing resource, helping to coordinate client deliverables,maintaindocumentation, support reporting and compliance activities, and ensure exceptional client service.They also support fellow CS team members with knowledge/troubleshooting.

Working closely with the Client Success Supervisors, the Client Success Analyst collaborates with internal teams including Technology, Legal, Product Development, and Help Desk to support client needs, drive operational excellence, and contribute to client satisfaction and retention.

Key Responsibilities

Client Implementation & Account Management Support

• Support the Client Success Supervisorsin managing a portfolio of standard and premium clients.

• Assistwith 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 ensuretimelyresolution.

• Helpmonitorclient health,identifyrisks, 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 instructionsfor Help Desk and/or Special Projects.

• Maintain client-specific documentation, policies, playbooks, and service guides.

• Ensure documentationremainscurrent 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 andescalateissues asappropriate.

• Partner with the Client Success Supervisor to address client concerns and ensure adherence to regulatory and company requirements.

Client Reporting & Business Review Support

• Helpreparemeeting agendas, materials, minutes, and action-item follow-up for client meetings.

• Assistin 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.

• Supportadoptionof new processes, products, and features.

Leverage your valuable skills and experience to make an impactatFragomen:

• Bachelor’s degree,Associate’sdegree or professional certification preferred

• Ideally4-5years experiencewithin the I-9- space

• Possess strong knowledge of I-9 procedural requirements and client processes.

• Asuperiorclient service mindset, attention to detail and desire to achievea high levelof productivity

• Experience using various computer systems, including Microsoft’ssuite, 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:

At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:

• 22 PTO days + Federal holidays
• Medical, Dental, and Vision plans + FSA & HSA Plans
• 401K plan, with company matching

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI-assisted tools for administrative screening purposes only - never for decision-making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.