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People and Client Success Lead

Location

MST (UTC-7)

Posted

65 days ago

Salary

0

Seniority

Lead

Job Description

People and Client Success Lead

Wadic

Role Description We are looking for a dynamic and proactive People & Client Success Lead to oversee employee engagement, HR operations, and client relationship management. This role bridges internal people management and external client success, ensuring a productive work environment and outstanding customer experiences. The ideal candidate will have strong leadership, communication, and problem-solving skills, with experience in HR practices, account management, and client retention strategies. Key Responsibilities - People Operations & Employee Success - Lead recruitment, onboarding, and offboarding processes. - Develop and implement employee engagement initiatives to improve morale and retention. - Manage employee relations, conflict resolution, and performance improvement plans. - Maintain HR policies, employee records, and compliance with labor laws. - Coordinate training and development programs for team growth. - Monitor attendance, leaves, and overall workforce productivity. - Foster a positive workplace culture aligned with company values. - Client Success & Relationship Management - Serve as the primary point of contact for key clients. - Build strong relationships with clients to understand their goals and expectations. - Ensure successful onboarding and implementation of services for new clients. - Proactively address client concerns and provide timely resolutions. - Track client satisfaction, retention, and renewal metrics. - Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions. - Collaborate with internal teams to ensure timely delivery of services and solutions. - Leadership & Strategy - Develop strategies to improve employee satisfaction and client retention. - Analyze KPIs related to team performance and client success. - Prepare reports on employee engagement, turnover, and client satisfaction. - Work cross-functionally with sales, operations, and management teams. - Identify process improvement opportunities to enhance efficiency. Qualifications - Bachelor's degree in Human Resources, Business Administration, Management, or a related field. - 3 or more years of experience in HR, people operations, client success, or account management. - Strong knowledge of HR practices and employee engagement strategies. - Experience managing client accounts and maintaining long-term relationships. - Excellent verbal and written communication skills. - Strong organizational and multitasking abilities. - Ability to handle confidential information professionally. - Proficiency in CRM, HRMS, and project management tools. - Leadership and decision-making skills. Preferred Qualifications - Experience in a service-based or tech company. - Familiarity with Agile or fast-paced work environments. - HR certifications or client success/account management certifications are a plus. Benefits - Competitive salary package - Professional development opportunities

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