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Consultant, Customer Transition

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Customer Experience
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2000788 Requisition #
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JOB SUMMARY/OVERVIEW
The Customer Transition Consultant serves as a liaison between the new client and internal departments including sales ops, payroll, benefits, 401(k), risk management and field operations. The Consultant is held accountable for the successful transition of the new account through the implementation process.  This position effectively establishes, maintains, builds and manages client relationships at all levels to ensure TriNet is successfully helping clients achieve their business strategies and human capital return on investment. Additionally, this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention.  Must have excellent account management skills and be client-focused with understanding that the client's best interests are served through smooth, seamless service delivery.

ESSENTIAL DUTIES/RESPONSIBILITIES
•    Manage multiple client implementations simultaneously for clients
•    Lead clients through all aspects of TriNet’s implementation including planning, customer setup policies and rules, benefit selection and funding methods, employee setup, data validation, TriNet systems and process training, and first payroll processing
•    Act as liaison/facilitator across technical and operational departments to resolve implementation issues to meet client’s needs and go-live timeline requirements
•    Analyzes client’s business needs to determine optimal configuration of TriNet’s solutions
•    Articulates Co-Employment and employer of record concept as it relates to client’s roles and responsibilities
•    Deliver excellent client service to achieve client satisfaction as defined by department standards and reference activity
•    Serves as client advocate within TriNet to identify and resolve or escalate product/service issues, detracting from an optimal client implementation experience, as needed
•    Train customer contacts on features and functionality of TriNet’s Online Platform
•    Effectively transition the client timely to the ongoing assigned client services team
•    Ensure transition success defined as on-time and with a high degree of client satisfaction
•    Provide timely and accurate reporting on implementation status both internally and with appropriate client contacts
•    Maintain a thorough knowledge of TriNet’s core products and services
•    Lead clients through the Company Spin-Off process, as required
•    Manage client terminations, as required
•    Other projects and responsibilities may be assigned at the manager’s discretion
•    Maintain timely and quality CRM documentation


JOB REQUIREMENTS AND QUALIFICATIONS
Education: Bachelor’s degree preferred; or equivalent combination of education and experience
Training Requirements (licenses, programs, or certificates): A professional certification (PHR, FPC, or CAPM) highly desired
•    Minimum one to two years’ experience in project management and implementations
•    Experience with implementations and/or support in a PEO environment preferred
•    Payroll, benefits, consulting or human resources experience required
•    Experience with benefits knowledge required
•    Experience interfacing with a company's sales organization
Other Knowledge, Skills and Abilities: 
•    Strong knowledge of basic mathematical skills to effectively and efficiently perform mathematical computation for pricing and conducting data analysis required
•    Understanding of the PEO (Professional Employer Organization) industry, concept, and co-employment advantages / benefits is preferred
•    Advanced knowledge of Payroll functions, federal / state wage laws, and general payroll policies, procedures, and regulations
•    Knowledge of benefit plans/structures, human capital trends and best practices
•    Excellent verbal and written communication skills
•    Strong account management 
•    Strong business acumen
•    Ability to communicate with employees at all levels of the organization
•    Strong knowledge and understanding of both state and federal employment laws
•    Excellent interpersonal skills
•    Excellent presentation and facilitation skills
•    Strong organization and time management 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
•    Demonstrated strength in issue management and customer relationship skills
•    Proficient in Microsoft Office Suite


WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
•    Minimal travel required (5-10%)
•    Sitting for long periods of time is necessary
•    Work in clean, pleasant, and comfortable office setting with moderate noise level
•    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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