Customer Success Consultant

Customer Success Consultant

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance. TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR. Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So, if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody's perfect and we encourage you to apply. You may just be the right candidate for this or other roles.

The Customer Success Consultant serves as the initial point of contact for an assigned portfolio of TriNet ASO clients. They serve as the Ambassador for our client admins and provide personalized support from a contact that knows payroll, payroll tax, platform support, reporting, HR & benefit administration. The Consultant is backed by a team of experts and specialists. The role is critical to providing an outstanding client experience to TriNet's customers. This role works with customers who have mid-level and/or average operational support needs.

• Deliver excellent services to customers through diligent, accurate, appropriate, timely, and easy-to-use valuable solutions to meet their needs.
• Employ a proactive approach to problem-solving and issue resolution.
• Ensures proper triage, escalation, and effective resolution of all client inquiries, while providing relevant information, and making recommendations.
• Organize and prioritize work to ensure timely and efficient delivery of services to ensure customer expectations are met.
• Accountable to TriNet's customer retention and customer satisfaction goals.
• Demonstrate excellent communication skills.
• Effectively leverages resources to ensure business knowledge is current.
• Working knowledge of ASO products, services, and markets, including operations, cross-functional workflows, and interaction between the various company units, processes, and systems.
• Knowledge in payroll, tax and compliance management.
• Proficiency with Microsoft Office, CRM & HRIS applications and virtual meeting platforms.
• Solid understanding of API functionality and ways to address these types of customer requests.
• Maintain confidentiality of corporate data.
• Link client business needs to payroll/platform programs and operational services.
• Ability to work independently.
• Multi-task, prioritize, and complete requests and assignments in a timely manner.

Required for All Jobs

• Performs other duties as assigned.
• Complies with all policies and standards.

Education

• Bachelor's Degree or equivalent industry work experience preferred.

Work Experience

• 3+ years payroll and customer service/relationship management required.
• 2+ years industry experience; PEO, ASO or Payroll preferred.

Licenses & Certifications

• Fundamentals of Payroll Certification (FPC) or Certified Payroll Professional (CPP) through PayrollOrg preferred
• Lean Six Sigma Certification IASSC preferred
• Certified Project Management Professional (PMP) PMI preferred