Job Description
Job Description
Fragomen WorkRight’s Client Success position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients.
As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, Fragomen WorkRight’s I-9 Service Center and other SaaS programs., ou will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about WorkRight, and our technology solutions. You will have the opportunity to interact professionally with WorkRight’s clients from various industry sectors across the country.
Fragomen WorkRight’s I-9 Service Center is the first and preeminent I-9 SaaS and fully managed solution in the industry. Our product is continuously updated and optimized to be flexible and allow clients automate, streamline, and improve the compliance of their I-9 programs. In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance.
The Client Success Senior Analyst/Consultant supports the Client Success Supervisors in managing a portfolio of clients throughout the implementation, onboarding, compliance, and account management lifecycle. This role serves as a key operational and client-facing resource, helping to coordinate client deliverables, maintain documentation, support reporting and compliance activities, and ensure exceptional client service. They also support fellow CS team members with knowledge/troubleshooting.
Working closely with the Client Success Supervisors, the Client Success Analyst collaborates with internal teams including Technology, Legal, Product Development, and Help Desk to support client needs, drive operational excellence, and contribute to client satisfaction and retention.
Key Responsibilities
Client Implementation & Account Management Support
Support the Client Success Supervisors in managing a portfolio of standard and premium clients.
Assist with 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 ensure timely resolution.
Help monitor client health, identify risks, and support initiatives to improve client satisfaction and retention.
Requirements Articulation & Documentation Management
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.
Ensure documentation remains current and aligned with service expectations and contractual requirements.
Client Liaison & Compliance Management
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 as appropriate.
Partner with the Client Success Supervisor to address client concerns and ensure adherence to regulatory and company requirements.
Client Reporting & Business Review Support
Help repare meeting agendas, materials, minutes, and action-item follow-up for client meetings.
Assist in the creation and delivery of Quarterly Business Reviews (QBRs), Monthly Client Reviews (MCRs), Annual Business Reviews (ABRs), and other client reporting.
User Acceptance Testing
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.
Support adoption of new processes, products, and features.
Leverage your valuable skills and experience to make an impact at Fragomen:
Bachelor’s degree, Associate’s degree or professional certification preferred
Ideally 4-5 years experience within the I-9- space
Possess strong knowledge of I-9 procedural requirements and client processes.
A superior 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
Benefits:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
- 22 PTO days + Federal holidays
- Medical, Dental, and Vision plans + FSA & HSA Plans
- 401K plan, with company matching
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.
Skills Required
- Bachelor's degree, associate's degree, or professional certification
- Ideally 4-5 years of experience in the I-9 space
- Strong knowledge of I-9 procedural requirements and client processes
- Strong client service mindset and attention to detail
- Experience using Microsoft Office, ServiceNow, and Google Workspace
- Ability to multitask in a fast-paced environment with competing demands
- Excellent written and verbal communication skills, including proofreading and drafting fluent prose
- Ability to collaborate effectively and promote teamwork
What We Do
Fragomen is a leading firm dedicated exclusively to immigration services worldwide. Founded in 1951, Fragomen represents a broad range of companies, organizations and individuals to help facilitate the transfer of employees worldwide. We provide immigration support in more than 170 countries. An Am Law 100 and Global 100 firm, Fragomen’s professionals are respected thought leaders in the immigration field, as recognized by Chambers, Best Lawyers and Who’s Who. The firm employs more than 4,400 immigration professionals and support staff located in over 50 offices across the Americas, Asia Pacific and EMEA. Our services go beyond processing visa and work permit applications. We provide strategic consultative services and support to meet the full spectrum of business immigration needs. This includes government strategies and compliance, planning for mergers and acquisitions, and consular and document support. From our Immigration Technology Innovation Lab, we focus on using automation and artificial intelligence to pioneer sophisticated technology solutions to revolutionize the immigration experience for our clients. All services are designed to improve your speed-to-ground and help you mobilize your employee population so you can remain a cutting-edge player in your industry and competitive wherever you operate. We are committed to fostering a dynamic, diverse workplace. Year after year, Fragomen is recognized for our diversity by The American Lawyer, Law360 and the National Law Journal. Find out more at www.fragomen.com.
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