Job Description

“Real people, real partnership, real impact.”

At Oceans, we help the best and brightest to take advantage of opportunities that otherwise wouldn’t be available to them, while supporting entrepreneurs with global talent.

This role focuses on the relationship between our Clients and our talent ("Divers") and seeks to prevent Client churn. IS Specialists support with their onboarding processes, oversee the health of each partnership, reactively and proactively address instances of misalignment, and ensure a productive and supportive working relationship for the long haul.

Think Implementation meets Client Success. When integration is successful, our Partnerships thrive.

Position - Integration Success Specialist

The Integration Specialist plays a key role in laying the foundation for a successful Client/Diver Partnership and ensuring both parties are working together harmoniously throughout their lifecycle as a pairing.

In guiding our Clients through a structured, custom onboarding process; checking in at designated points throughout the relationship; collecting information about the partnership's health to assess and mitigate risk; and addressing misalignment in a dynamic and responsive manner, the Integration Specialist supports the Head of Integration in acting as a facilitator, cultural translator, and trusted confidant for our Clients, to increase their satisfaction in their Diver and Oceans' service and prevent Client churn.

This is a full-time, remote position open to applicants in the U.S.

Accountability

You will have four primary areas of focus, with the expectation that you will be measured on your ability to prevent churn of Client accounts as your primary OKR. You'll assist the VP of Integration Success with designing and executing Client and Diver onboarding flows; bridging complex cultural gaps through effective communication and translation; pushing back on outsized expectations where necessary in order to problem solve before issues arise; and troubleshooting instances of misalignment in a warm yet direct, dynamic and authentic manner. That means:

• Facilitating calls with Clients and Divers in the earliest stages of their partnership, to get them set up to work together and ensure alignment in their individual ways of working
• Managing Client dissatisfaction or misalignment with their Diver both proactively and reactively
• Maintaining infrastructure to support satisfaction and growth, including Hubspot for analytics and notes and Slack for communication between departments
• Acting as the voice of the Client, and of Client Partnerships with Divers more broadly, in our internal development process.
  

Colleagues

Your primary partners will be our Clients and Divers: directly facilitating onboarding calls, aligning on expectations to foster the overall health of each relationship, and addressing misalignment when issues arise. You’ll also work with our Internal Diver Success and Training Teams to ensure Divers have the insight, leverage, and support they need to perform at their best.

While working cross-functionally, this role reports to the VP of Integration Success.

Requirements

Skills and Qualifications

At Oceans, we believe in T-shaped people with one area of deep vertical expertise and broad horizontal interests. As an Integration Specialist, the legs of your T should be in deeply understanding the needs of our Clients (primarily early stage startups who need operational and business process support) and ideal behaviors of our Divers (relentlessly forward-thinking and proactive operators) at 30,000 feet, and ensuring they can work together at ground level. Your arms should extend to an understanding of how businesses function, how they onboard and utilize new employees, where any manager might encounter hurdles in working with a direct report, and where global talent fits within these systems. Previous experience working with clients in a client success or relationship management context strongly preferred. Exposure to the BPO industry will be an asset as well.

Diversity of experience is core to Oceans. You are expected to be able to manage, work with, and serve people from a broad range of backgrounds in an inclusive manner that supports both individual and collective dignity.

The interview process will include opportunities to demonstrate skills in each of the following areas:

• Relationship Management Are you able to position yourself as a trusted, expert partner to our Clients as they embark on their first dive with Oceans?
• Respectful Pushback: Are you able to clearly and candidly outline where a Client's expectations might be outsized, guiding them towards behaviors that will generate the best outcomes within their working relationship with their Diver?
• Cross-Cultural Understanding Are you able to understand and analyze subtext and context clues to identify hidden misalignment and unspoken expectations?
• Dynamic Problem Solving Where complex needs present themselves, are you able to instinctively design solutions to support a productive and efficient working relationship?

Benefits

The salary range for this role is $65,000-$80,000. It is fully-remote. Information about our benefits and how we arrived at this compensation range, along with an opportunity to update our understanding of both market and individual factors, will be available during our offer process.

About Oceans

Our company’s business model is simple: helping people in the developing world access employment opportunities in larger markets, at wages that support their individual dignity. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.