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 a

📌 Customer Success Specialist (Bogotá)
🏢 Contemporary Recruiting
📍 Bogotá