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Payroll & Core Delivery
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2000980 Requisition #
Thanks for your interest in the Cloud Product Support Consultant position. Unfortunately this position has been closed but you can search our 164 open jobs by clicking here.
JOB SUMMARY/OVERVIEW
The Cloud Products Consultant will focus on on-boarding new clients, servicing the product and supporting product usage and development efforts of our cloud products. They will be responsible for all on-boarding tasks, maintenance needs, technical support, training and all other items as it relates to supporting the products. This individual will also be responsible for training and develop of Customer Experience colleagues as it relates to the Cloud Products as well acting as liaison with Technology, Products, and Learning and Development teams regarding reported issues and identified training opportunities.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Support all clients on the set up of their cloud product(s). This includes system set up, training and documentation.
• Support process creation and documentation for full team alignment and consistency.
• Build and maintain communication and collaboration between the Products and Customer Experience organizations as it relates to the function, use, and client impact of assigned products.
• Along with Customer Experience colleagues, provide advanced client level support on products including client webinars, on-site support, and demonstrations as assigned.
• Provide consultative support assistance through phone and CRM channels.
• Facilitate/Support basic and advanced training for Customer Experience colleagues related to the Expense, Hire and Perform products.
• Facilitate existing client demos of new features and capabilities of the TriNet cloud products as needed.
• Support client meetings and discussions related to escalated/ advanced support or process needs.
• Triage reported issues from clients and Customer Experience colleagues and work IT/Products to help address issues.
• Participate in UAT activities for upcoming product releases.
• Evaluate and analyze product use, quality, and ability to meet client needs based on direct client interaction and service colleague feedback.
• Maintain communication channels for clients and colleagues as it relates to assigned products including intranet sites, training materials, and help guides.
• Work with Product Managers to build business case and relative priority for on-going tool advancement, communicating client needs, and advocating for quality product support.
• Other projects and responsibilities may be added at the manager’s discretion

JOB REQUIREMENTS AND QUALIFICATIONS

Education: Bachelor’s degree; or equivalent combination of education and experience.

Training Requirements (licenses, programs, or certificates): None

Experience:
• 1 – 3 years’ experience as a Product Specialists
• Experience with Salesforce and Customer Relationship Management (CRM) preferred
• Experience in consultative support
• Experience with Cloud based solutions

Other Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Ability to communicate with employees at all levels of the organization, including C-level communication
• Outstanding phone presence and business acumen
• Ability to manage multiple initiatives at one time
• Demonstrated experience in writing clear and detailed product requirements
• Passionate advocate for user, and has proven results in achieving superb user experience within tight constraints
• Strong interpersonal skills, including the ability to develop and maintain relationships with cross-functional team members
• Excellent presentation and facilitation skills
• Self-motivated and directed. Entrepreneurial skills to innovate. “Can do” attitude
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Proficient in Microsoft Office Suite

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Work in clean, pleasant, and comfortable office setting
• Minimal to heavy (at times) travel required
• 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 individuals with disabilities to perform the essential functions.

 
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 recruiting@trinet.com to request such an accommodation.


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