Customer Relationship Manager II

Mosaic.tech; Los Angeles (CA); Hybrid; USD 99,000 - 161,000; Full time

Benefits offered by this job

Bonus plan

Medical, dental, and vision benefits

Life and disability insurance

401(k) plan

Employee stock purchase plan

11 company holidays

PTO and comprehensive leave

Job summary

TriNet, based in Los Angeles, seeks a seasoned Retention and Account Management professional to drive client relationships and contract negotiations for SMB portfolios. The role emphasizes retention, strategic pricing, and upsell opportunities within a fast-paced HR services environment.

With 5+ years in retention or account management and strong communication, you will partner with CX teams to ensure renewals and client success, while aligning pricing and service plans with client needs.

Qualifications

• Bachelor's Degree or equivalent experience preferred.
• Excellent communication and interpersonal skills.
• Ability to communicate effectively with employees at all levels of the organization.
• Knowledge of financial analysis and business acumen.
• Knowledge of benefits programs and strategies.
• Knowledge of service model pricing.
• Excellent interpersonal and presentation skills.
• Ability to adapt to a fast-paced, constantly evolving business and work environment while managing multiple priorities.
• Proficient in Microsoft Office Suite.

Responsibilities

• Provides retention and account management expertise to a portfolio/cohort of customers in partnership with the Customer Experience departments.
• Assists in contract negotiations and drives conversations.
• Delivers on demand touchpoints to clients, ensuring customer satisfaction and ensuring C‑Suite penetration.
• Provides support for client service opportunities and coordinates their implementation as needed.
• Consults on retention strategies and provides leadership.
• Forecasts attrition risk and maintains basic knowledge of customers' portfolios.
• Participate in identifying and transitioning customers to alternative service models.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

Communication skills

Interpersonal communication

Financial analysis

Benefits programs

Service pricing

Presentation skills

Adaptability

Time management

Microsoft Office Suite

Education

Bachelor's Degree or equivalent experience preferred

Tools

Microsoft Office Suite

Job description

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.

A Brief Overview

The position provides strategic business direction and plans to clients, including the development and oversight of service activities for company products and services. Ensures client satisfaction and engagement by managing the overall business pricing of benefit renewals, administrative charges, and the upselling of products and strategic services.

What You Will Do

• Provides retention and account management expertise to a portfolio/cohort of customers in partnership with the Customer Experience departments
• Assists in contract negotiations and drives conversations
• Delivers on demand touchpoints to clients, ensuring customer satisfaction and ensuring C‑Suite penetration
• Provides support for client service opportunities and coordinates their implementation as needed
• Consults on retention strategies and provides leadership
• Forecasts attrition risk and maintains basic knowledge of customers' portfolios
• Participate in identifying and transitioning customers to alternative service models
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree or equivalent experience preferred

Experience Qualifications

• Typically 5+ years Retention and/or Account Management Experience

Skills And Abilities

• Excellent communication and interpersonal skills
• Ability to communicate effectively with employees at all levels of the organization
• Knowledge of financial analysis and business acumen
• Knowledge of benefits programs and strategies
• Knowledge of service model pricing
• Excellent interpersonal and presentation skills
• Ability to adapt to a fast-paced, constantly evolving business and work environment while managing multiple priorities
• Proficient in Microsoft Office Suite

Travel Requirements

Minimal

Work Environment

• Work in clean, pleasant, and comfortable office or home 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.

The preferred location for this role is Los Angeles, CA, and the salary range for this location is $98,600.00 to $161,300.00. All qualified external applicants will be considered for an in-office role, based in Los Angeles. All qualified internal candidates are encouraged to apply and consider relocation to Los Angeles and may be considered for remote hire at the company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact [e-mail] to request such an accommodation.