Associate 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 women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles. 

JOB SUMMARY 

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

Essential Duties/Responsibilities 

• Delivers excellent core standard services to customers through providing diligent, accurate, appropriate, timely, and easy-to-use valuable solutions to meet their needs. 75%
• Ensures proper triage, escalation, and effective resolution of all client inquires, while providing relevant information, and making recommendations. 5% 
• Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services; ensures customer expectations are met. 5% 
• Accountable to TriNet’s customer retention and customer satisfaction goals. 5% 
• Demonstrates excellent internal and external customer service skills. 5% 
• Effectively leverages resources to ensure business knowledge is current. 5% 

Required for All Jobs 

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

QUALIFICATIONS 

Education Required/ Preferred 

• Bachelor's Degree or equivalent experience preferred 

Work Experience Required/ Preferred 

• Typically 2+ years Customer service or relationship management experience required 
• Typically 2+ years Industry experience; 
• PEO, HR or Payroll Operations required

Licenses and Certifications  

• Certified Payroll Professional (CPP)-APA preferred or Certified Project Management Professional (PMP)-PMI preferred or Lean Six Sigma Certification IASSC preferred

Knowledge, Skills and Abilities KSAs Proficiency 

• Knowledge of PEO products, services, and markets, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems 
• Knowledge in payroll 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. 
• Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills. 
• Ability to maintain confidentiality of corporate data. 
• Ability to link client business needs to payroll/platform programs and operational services.
• Ability to work independently
• Ability to multi-task, prioritize and complete requests and assignments in a timely manner."

Work Environment: 

Work in clean, pleasant, and comfortable office setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions. Position may be