Customer Success Consultant

Mosaic.tech; Atlanta (GA); On-site; USD 34,000 - 58,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Life and disability insurance

401(k) savings plan

Employee stock purchase plan

11 company holidays

PTO and leave program

Job summary

TriNet, based in Atlanta, GA, seeks a Customer Success Consultant to be the main contact for an assigned portfolio of ASO clients. You’ll provide personalized support on payroll, payroll tax, platform support, reporting, HR and benefits administration.

The role requires 3+ years in payroll and customer service/relationship management, a Bachelor's degree or equivalent experience, and strong communication. Compensation includes a salary range with bonuses and comprehensive benefits.

Qualifications

• Bachelor's Degree or equivalent industry work experience preferred.
• 3+ years payroll and customer service/relationship management required.
• 2+ years industry experience; PEO, ASO or Payroll preferred.

Responsibilities

• 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.
• Effective leverage of resources to ensure business knowledge is current.
• Knowledge in payroll, tax and compliance management.
• Proficiency with Microsoft Office, CRM & HRIS applications and virtual meeting platforms.

Skills

Payroll knowledge

Customer service

Relationship management

Communication skills

CRM/HRIS proficiency

API basics

MS Office

Problem solving

Time management

Independence

Education

Bachelor's Degree or equivalent experience

Tools

Certification programs (FPC/CPP/PMP)

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.

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

The preferred location for this role is Atlanta, GA, and the salary range for this location is $25.24 to $42.93. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta 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 accommodation during the application process should contact [e-mail] to request such accommodation.