People and Client Success Lead

Job Description: People & Client Success Lead
Job Title: People & Client Success Lead
Employment Type: Full-Time, Remote
Location: Philipines
Job Timing: 9am -6pm MST

About the Company
Wadic is committed to delivering exceptional services and building meaningful relationships with both our employees and clients. We believe that our people are our greatest asset, and client satisfaction is the cornerstone of our success.
Job Summary
We are looking for a dynamic and proactive People & Client Success Lead to oversee employee engagement, HR operations, and client relationship management. This role bridges internal people management and external client success, ensuring a productive work environment and outstanding customer experiences.
The ideal candidate will have strong leadership, communication, and problem-solving skills, with experience in HR practices, account management, and client retention strategies.
Key Responsibilities
People Operations & Employee Success

Lead recruitment, onboarding, and offboarding processes.
Develop and implement employee engagement initiatives to improve morale and retention.
Manage employee relations, conflict resolution, and performance improvement plans.
Maintain HR policies, employee records, and compliance with labor laws.
Coordinate training and development programs for team growth.
Monitor attendance, leaves, and overall workforce productivity.
Foster a positive workplace culture aligned with company values.

Client Success & Relationship Management

Serve as the primary point of contact for key clients.
Build strong relationships with clients to understand their goals and expectations.
Ensure successful onboarding and implementation of services for new clients.
Proactively address client concerns and provide timely resolutions.
Track client satisfaction, retention, and renewal metrics.
Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions.
Collaborate with internal teams to ensure timely delivery of services and solutions.

Leadership & Strategy

Develop strategies to improve employee satisfaction and client retention.
Analyze KPIs related to team performance and client success.
Prepare reports on employee engagement, turnover, and client satisfaction.
Work cross-functionally with sales, operations, and management teams.
Identify process improvement opportunities to enhance efficiency.

Requirements

Bachelor’s degree in Human Resources, Business Administration, Management, or a related field.
3 or more years of experience in HR, people operations, client success, or account management.
Strong knowledge of HR practices and employee engagement strategies.
Experience managing client accounts and maintaining long-term relationships.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to handle confidential information professionally.
Proficiency in CRM, HRMS, and project management tools.
Leadership and decision-making skills.

Preferred Qualifications

Experience in a service-based or tech company.
Familiarity with Agile or fast-paced work environments.
HR certifications or client success/account management certifications are a plus.

Benefits