Job Title: Client Success Associate – Labor Compliance Software
Department: Client Success
Reports To: VP of Client Success
Location: Remote/In-office/Hybrid
Position Summary
We are seeking a highly organized and client-focused Client Success Manager with a strong background in software user support and project management. In this role, you will serve as the primary point of contact for clients using our labor compliance platform, ensuring successful onboarding, training, adoption, and ongoing engagement. You will also participate in help desk operations, provide input on user trends, and contribute strategically to product development and user support growth.
Essential Job Duties
- Provide day-to-day user support to all clients and users of SkillSmart’s labor compliance products
- Participate in the use of SkillSmart’s workforce platform, Seeker, to support clients, users, and help make system updates.
- Lead client onboarding projects, including project planning, milestone tracking, and cross-functional coordination
- Conduct regular client and user check-ins to gather feedback, address issues, and ensure satisfaction
- Provide insight into user behavior and support trends to provide actionable insights to product and client success teams
- Act as a partner in client meetings, advocating for user needs and long-term success
- Participate in roadmap and product feature discussions based on user feedback and data
Secondary Job Duties
- Serve as a support liaison to clients for user-specific concerns
- Contribute to internal documentation and knowledge management systems (e.g., Confluence, Jira)
- Support product demos for clients, users, or business development teams when needed
- Perform additional duties as assigned by leadership
Qualifications
Education & Experience
- 2+ years of experience in client success, customer support, or software implementation
- Experience in SaaS, labor compliance, construction tech, or public sector support is a strong plus
- Some project management experience required
Skills & Competencies
- Excellent written and verbal communication skills, including the ability to lead meetings and training
- Strong organizational and time management skills with the ability to multitask under tight deadlines
- Detail-oriented with exceptional follow-through
- Proven ability to work independently and as part of a team
- Experience working in fast-paced, dynamic environments
- Demonstrated customer-first mentality and strong relationship-building skills
- Ability to adapt quickly to changing priorities and technologies
- Skilled in problem-solving and root-cause analysis
Preferred Tools & Technologies
- HappyFox, Jira, Confluence, Slack
- Microsoft Office Suite, Google Workspace
- Familiarity with labor compliance processes (e.g., Davis-Bacon Act, prevailing wage, certified payroll reporting)