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Fragomen · 4 days ago

Client Success Supervisor (I-9 SaaS Solution)

San Jose, CA

Full-time

Onsite

Senior Level

7+ years exp

Fragomen is a leading provider of I-9 SaaS solutions, dedicated to delivering world-class client service and technology solutions. The Client Success Supervisor will oversee a team, ensuring accurate management of complex I-9 cases while fostering strong client relationships and providing training and support to team members.

ConsultingDocument ManagementLegalLegal Tech

Responsibilities

Act as a supervisor to client success team

Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management

Demonstrate excellence in managing complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload

Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters

Serve as a liaison between the Fragomen client success team and the client

Strengthen and maintain strong client relationships with key stakeholders in client accounts, contribute to client meetings and business reviews and assist with the successful delivery of the team’s output of work

Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting

Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing

Work with clients to perform intake of cases, troubleshooting issues and establishing I-9 strategy

Analyze documents and prepare I-9 as a subject matter expert

Communicate regularly with clients and employees regarding I-9 procedural and processing issues

Review and approve billing and conduct billing and WIP audits as appropriate

Oversee status of I-9 cases through utilization of our technology and billing systems

Be fluent with I-9 management and other reporting tools and technologies used to manage data and information

Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices

Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.)

Qualification

I-9 processingClient relationship managementSupervisory experienceMicrosoft ExcelCommunication skillsAttention to detailTeam collaboration

Required

At least 7 years experience within the I-9 space

Supervisory or managerial experience

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 Excel

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 without the aid of AI engines

Ability to contribute to positive work environment, effectively collaborate and promote teamwork