Client Success Consultant

Fragomen•Ontario, CA

About The Position

Fragomen WorkRight’s Client Success Consultant supports Client Success Supervisors in managing a portfolio of standard and premium clients throughout implementation, onboarding, compliance, and account management. The role is a client-facing and operational resource responsible for coordinating deliverables, maintaining documentation, supporting reporting and compliance activities, and providing exceptional client service. It also supports colleagues with knowledge and troubleshooting. Working closely with Client Success Supervisors, the consultant collaborates with Technology, Legal, Product Development, Help Desk, and other internal teams to address client needs, promote operational excellence, and contribute to client satisfaction and retention. The role focuses on I-9 employment eligibility, E-Verify, the I-9 Service Center, and other SaaS programs, while supporting client communications, compliance management, business reviews, user acceptance testing, and adoption of new processes and features.

Requirements

Strong knowledge of I-9 procedural requirements and client processes.
Superior client service mindset, attention to detail, and desire to achieve a high level of productivity.
Experience using computer systems, including Microsoft’s suite, ServiceNow, and GSuite.
Ability to multitask in a fast-paced environment with competing demands.
Excellent written and verbal communication skills, including proofreading documents, drafting fluent prose, and avoiding grammatical mistakes.
Ability to contribute to a positive work environment, collaborate effectively, and promote teamwork.

Nice To Haves

Bachelor’s degree, Associate’s degree, or professional certification preferred.
Ideally 4–5 years of experience within the I-9 space.

Responsibilities

Support Client Success Supervisors in managing standard and premium client portfolios.
Assist with client implementations, onboarding, and ongoing account management.
Act as a secondary contact for client inquiries and operational matters.
Coordinate internal resources and follow up on client requests to support timely resolution.
Help monitor client health, identify risks, and support client satisfaction and retention initiatives.
Gather and document client requirements and business needs.
Translate client requirements into procedures, support workflows, and operational instructions for Help Desk and/or Special Projects.
Maintain client-specific documentation, policies, playbooks, and service guides, ensuring they remain current and aligned with service expectations and contractual requirements.
Support communication between clients and internal Technology, Legal, Product, and Management stakeholders.
Assist with E-Verify compliance management, notifications, and client communications.
Track compliance-related activities and escalate issues as appropriate.
Partner with the Client Success Supervisor to address client concerns and support adherence to regulatory and company requirements.
Prepare meeting agendas, materials, minutes, and action-item follow-up for client meetings.
Assist with 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 test results.
Maintain and update client-facing and internal user guides, training materials, and knowledge base content.
Support adoption of new processes, products, and features.
Provide knowledge and troubleshooting support to fellow Client Success team members.