Customer Success Specialist

Position Overview

The Customer Success Specialist is responsible for managing and supporting assigned staff throughout their employment and service relationship with the company and its clients. This role focuses on staff engagement, performance monitoring, onboarding, training coordination, administrative compliance, and operational follow-up to ensure service quality, employee retention, and alignment with client expectations.

The position serves as a key operational liaison between assigned staff and the Client Success Manager (CSM), ensuring timely communication, proactive issue resolution, and continuous improvement across the staff management process.

Schedule: Monday to Friday, 9 AM to 6 PM EST.

Key Responsibilities:

1. Performance Management and Reporting:

• Monitor staff performance against established KPIs, OKRs, client expectations, and service delivery standards.
• Conduct weekly one-on-one check-ins with each assigned staff member, lasting approximately 15–20 minutes, to review performance, address concerns, provide feedback, and identify support needs.
• Hold weekly performance and account review meetings with the Client Success Manager, with the possibility of increasing the frequency based on operational needs.
• Prepare structured performance reports covering productivity, attendance, performance trends, incidents, staff engagement, and client satisfaction.
• Identify performance gaps and coordinate improvement plans when necessary.
• Maintain clear and consistent communication with the Client Success Manager regarding the status and needs of assigned staff and accounts.

2. Onboarding and Training Coordination:

• Lead the staff onboarding process, ensuring a smooth transition into the company, the assigned client account, and the client's operational environment.
• Coordinate onboarding activities, documentation, introductions, and initial performance expectations.
• Identify training needs and coordinate training sessions for staff throughout the employment and client relationship.
• Ensure staff members understand client-specific processes, tools, service standards, and performance expectations.
• Monitor training effectiveness and coordinate additional support when performance gaps are identified.

3. Staff Engagement, Well-Being, and Retention:

• Maintain regular communication with assigned staff to understand their needs, concerns, and overall experience.
• Implement engagement, recognition, and well-being initiatives to promote motivation, job satisfaction, and retention.
• Identify potential disengagement, performance risks, or retention concerns and take proactive action.
• Provide guidance and support to staff while maintaining appropriate professional boundaries.
• Escalate sensitive or complex situations to the relevant internal stakeholders when necessary.

4. Client and Operational Coordination

• Serve as the operational point of contact for assigned staff, coordinating client-related matters through the Client Success Manager.
• Ensure staff members remain aligned with client expectations, service requirements, and established operational goals.
• Support the resolution of attendance issues, performance concerns, communication gaps, and other operational incidents.
• Communicate relevant updates, risks, and improvement opportunities to the Client Success Manager in a timely and structured manner.

5. Process Improvement:

• Identify opportunities to improve staff administration, performance tracking, onboarding, training, and retention processes.
• Recommend and implement process improvements aimed at reducing administrative errors, operational delays, and unnecessary costs.
• Maintain accurate tracking tools, reports, and documentation to support data-driven decision-making.
• Contribute to the development and standardization of staff management procedures.

Qualifications and Requirements:

• Bachelor's degree in Business Administration, Human Resources, Operations Management, or a related field.
• At least three years of experience in staff management, workforce administration, payroll coordination, outsourcing, or a related operational role.
• Familiarity with employee performance management, KPIs, reporting, onboarding, and training coordination.
• Knowledge of employment documentation, labor compliance, and international contracting practices is preferred.
• Advanced English and Spanish communication skills, both written and verbal.
• Strong proficiency in Microsoft Office or Google Workspace, spreadsheets, and reporting tools.

Core Competencies:

• Results-oriented mindset and accountability for service delivery.
• Strong organizational skills and attention to detail.
• Excellent interpersonal communication and active listening.
• Empathy, professionalism, and sound judgment when handling staff concerns.
• Strong analytical and problem-solving skills.
• Ability to manage competing priorities in a remote and multicultural environment.
• Proactive identification of risks and opportunities for improvement.
• Ability to deliver clear, structured, and actionable reports to the Client Success Manager and other stakeholders.
• Strong workforce coordination, scheduling, and resource management skills.
• Ability to coordinate effective onboarding and continuous training initiatives.
• Commitment to confidentiality, compliance, and consistent service quality.

Service Level Expectations and Performance Metrics:

Performance will be evaluated based on the following targets:

• Administrative and contractual compliance: 100% completion of applicable requirements within established deadlines.
• Performance reporting: 100% of required reports submitted accurately and on time to the Client Success Manager.
• Staff check-ins: Completion of weekly one-on-one meetings with assigned staff, with appropriate documentation of relevant concerns and action items.
• Client Success coordination: Completion of weekly account review meetings with the Client Success Manager, with increased frequency when operational needs require it.
• Onboarding: Successful completion of the onboarding process within the established target timeline, to be defined according to role complexity and client requirements.
• Training effectiveness: Implementation of planned training initiatives, targeting a satisfaction score of at least 90%.
• Client satisfaction: Maintain a client satisfaction score above 90%, based on the company's established measurement methodology.
• Staff retention: Maintain staff retention above the company's established benchmark, while monitoring and addressing preventable turnover.
• Process improvement: Contribute to a targeted annual reduction of at least 20% in administrative incidents, using an established baseline and consistent measurement criteria.