Job Title: Client Success Point of Contact (POC)
Position Overview
The Client Success Point of Contact (POC) serves as the primary liaison between clients, remote talent professionals, and internal teams. This role is responsible for managing the health of the client–talent partnership throughout the entire engagement lifecycle — from pre-onboarding to ongoing performance support, risk management, and transitions when needed.
The POC plays a critical role in ensuring both the client and the remote talent professional are aligned, supported, and set up for long-term success. This requires someone who understands the remote staffing / virtual talent industry, including the operational challenges, expectations from both clients and remote professionals, and the dynamics of remote working relationships.
Beyond coordination, the POC must demonstrate strong critical thinking and problem-solving skills. They must be able to identify early warning signs in client or talent relationships, recognize underlying causes of issues, and proactively intervene before small concerns escalate into larger problems.
This role requires a balance of relationship management, operational oversight, and strategic thinking to maintain service quality and client satisfaction.
Key Responsibilities
Client & Remote Talent Lifecycle Management
- Manage the full client and remote talent professional journey from pre-onboarding to offboarding.
- Review client requirements, job descriptions, and internal records to ensure alignment before onboarding begins.
- Confirm all documentation and contracts are completed prior to onboarding schedules.
- Prepare and facilitate onboarding discussions to ensure both the client and the remote talent professional have clear expectations.
- Document important client preferences, workflows, communication styles, and expectations to support long-term success.
- Ensure that new engagements start with a clear structure and strong operational foundation.
Partnership Health & Performance Monitoring
- Conduct regular check-in calls with both clients and remote talent professionals to monitor engagement health.
- Evaluate the quality of the client–talent partnership, including communication, workload balance, expectations, and performance alignment.
- Monitor deliverables, KPIs, and operational feedback to ensure service quality is maintained.
- Identify early signs of potential risks such as misaligned expectations, communication breakdowns, workload concerns, or performance issues.
- Provide feedback summaries and recommendations to help maintain productive working relationships.
- Support coaching conversations where necessary to improve collaboration and performance.
Risk Identification & Problem Solving
- Apply critical thinking to identify underlying factors affecting client satisfaction or talent performance, rather than addressing only surface-level issues.
- Recognize patterns that may lead to disengagement, partnership breakdowns, or service dissatisfaction.
- Proactively propose solutions to stabilize or improve partnerships before escalation becomes necessary.
- Act as an objective problem solver who balances the needs of both the client and the remote talent professional.
Replacement, Transition & Offboarding Management
- Manage replacement or transition processes when needed based on client requests or operational considerations.
- Coordinate closely with recruitment, HR, and internal teams to ensure smooth transitions.
- Ensure proper handover of tasks, documentation, and knowledge transfer between professionals.
- Oversee completion of all required documentation and closure procedures when engagements end.
Cross-Department Coordination
- Work closely with Recruitment, HR, Finance, and Operations to support client and talent needs.
- Ensure all stakeholders are informed of important updates, concerns, or changes in engagement status.
- Facilitate efficient communication between departments to resolve issues quickly and effectively.
- Maintain accurate records of client and talent interactions within internal systems.
Qualifications & Experience
- Experience working within the remote staffing, outsourcing, or virtual talent industry is strongly preferred.
- Proven experience in client success, account management, partnership management, or operations roles.
- Strong understanding of the dynamics between clients and remote talent professionals in a service-based model.
- Demonstrated ability to identify operational risks and proactively resolve partnership issues.
- Experience conducting performance discussions, check-ins, and engagement reviews.
Skills & Competencies
- Strong critical thinking and problem-solving abilities.
- Ability to identify root causes and underlying partnership risks.
- Excellent communication and relationship management skills.
- High emotional intelligence and ability to navigate sensitive conversations.
- Strong organizational skills and attention to detail.
- Ability to manage multiple client accounts simultaneously.
- Comfortable working in a remote, fast-paced environment with cross-functional teams.
Why This Role Matters
The Client Success POC is essential in maintaining healthy, long-term partnerships between clients and remote talent professionals. By proactively identifying risks, improving communication, and ensuring alignment between both parties, this role directly contributes to client retention, service quality, and the long-term success of the organization.
