Note: The job is a remote job and is open to candidates in USA. Fragomen WorkRight provides client service and technology solutions for I-9 employment eligibility, E-Verify, and SaaS-based compliance programs. The Client Success Analyst supports client implementation, onboarding, compliance, reporting, account management, documentation, and user acceptance testing while coordinating with internal teams to promote client satisfaction and retention.
Responsibilities
- Support the Client Success Supervisors in 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
- 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
- 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 asappropriate
- Partner with the Client Success Supervisor to address client concerns and ensure adherence to regulatory and company requirements
- 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
- 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
Skills
- At least 3 years experience within the I-9- space
- Possess strong knowledge of I-9 procedural requirements and client processes
- A 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
- Bachelor's degree, Associate's degree or professional certification preferred
Benefits
- 22 PTO days + Federal holidays
- Medical, Dental, and Vision plans + FSA & HSA Plans
- 401K plan, with company matching
Company Overview