Contingent Workforce Customer Success Lead – Embedded Enterprise Client Program

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the Client Experience.

• Act as the main operational leader on a daily basis for designated enterprise clients.

• Establish trusted relationships with program sponsors, HR, procurement, hiring managers, and other key stakeholders.

• Facilitate weekly operational meetings and maintain proactive communication.

• Ensure clients consistently have insight into program status, priorities, and forthcoming steps.

• Represent GreenLight with professionalism, responsiveness, and sound operational judgment.

• Oversee Worker Onboarding & Lifecycle Operations.

• Manage the worker onboarding process from offer acceptance to successful program entry.

• Coordinate onboarding tasks across GreenLight teams, including VMS operations, compliance, I-9 documentation, payroll, and support.

• Keep track of every worker lifecycle event and proactively address issues before they affect the client.

• Ensure a smooth offboarding process while maintaining thorough documentation and compliance.

• Drive Worker Classification & Compliance Operations.

• Manage worker classification workflows involving internal and client stakeholders.

• Keep compliance activities progressing efficiently and proactively identify any bottlenecks.

• Collaborate with GreenLight's compliance specialists to address complex situations.

• Assist enterprise programs in functioning consistently across various jurisdictions while having a solid understanding of U.S. labor and contingent workforce practices.

• Take ownership of Operational Escalations.

• Manage operational issues from identification to resolution.

• Collaborate across departments to eliminate obstacles and maintain workflow.

• Ensure clients receive prompt updates and clear communication throughout all issues.

• Maintain a "nothing falls through the cracks" approach to execution.

• Reporting & Program Visibility.

• Create recurring dashboards and operational reports.

• Monitor program health and communicate trends, risks, and opportunities.

• Prepare reporting and insights for Quarterly Business Reviews.

• Assist clients in understanding their program performance and identify areas for improvement.

• Enhance Systems & Processes.

• Work confidently across enterprise platforms and GreenLight's technology stack.

• Identify opportunities to streamline workflows and enhance the client experience.

• Partner with Product and Engineering to offer structured product feedback.

• Improve SOPs, playbooks, templates, and operational documentation.

• Contribute to the development of scalable operating processes that support future growth.

• AI is Part of the Job: At GreenLight, we believe AI should enhance every employee's effectiveness.

• We expect all employees—not just engineers—to utilize AI daily to improve the quality and speed of their work.

• You will regularly use AI tools such as ChatGPT and other copilots to:

• Draft and refine client communications.

• Summarize meetings, tickets, and operational issues.

• Analyze trends across onboarding, escalations, and reporting.

• Enhance documentation and knowledge sharing.

• Automate repetitive tasks and boost operational efficiency.

⛳️ Requirements

• A minimum of 1 year of experience supporting enterprise workforce programs, contingent workforce operations, HR operations, customer success, or similar client-facing operational settings.

• Familiarity with EOR, AOR, worker classification, contingent workforce operations, or global workforce programs.

• Strong knowledge of U.S. contingent workforce practices and labor-related operational processes.

• Exceptional written and verbal communication skills, with the confidence to engage directly with enterprise clients.

• Strong organizational and project management abilities.

• Comfortable navigating multiple technology platforms and enterprise systems.

• Strong operational judgment with the capability to prioritize competing deadlines.

• High level of ownership, attention to detail, and the ability to excel in a fast-paced environment.

• Regular use of AI tools such as ChatGPT in your daily work.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Bonus eligibility.

• Stock options.