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Customer Experience
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2000774 Requisition #

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.

JOB SUMMARY/OVERVIEW
Provides strategic business direction and plans to customers including the development and oversight of service activities for company products and services for a designated client or group of clients, primarily focused on customer at low to mid complexity. 

Ensures quality service and operational performance within the parameters of program and delivery standards by working collaboratively as a collective business unit and across the organization. Develops client relationship and understanding of client business and product installations to identify service needs, coordinate service delivery and drive use of proactive service and support mechanisms to efficiently ensure a positive customer experience. 

Acts as a point of customer contact to coordinate resolution of customer business concerns. Collaborates with sales and support groups to demonstrate value of TriNet service offering to client and identify opportunities for expanded support business.

Own’s overall business pricing including benefits renewal, professional service fees, risk assessment and ensuring the upselling of TriNet products and strategic services to ensure client satisfaction and engagement. Driving and identifying strategic initiatives to address client business strategies

ESSENTIAL DUTIES/RESPONSIBILITIES
• Shared or assigned resource that provides retention and account management expertise to a portfolio/cohort of customers in partnership with the Customer Experience teams.
• Responsible for driving conversations and securing agreement on standard pricing and contract negotiations
• Provides on demand touchpoint to customers to ensure satisfaction and increase C-Suite penetration. 
• Understands correlation between business growth initiatives and service model opportunities as related to benefits strategies and subsequent TriNet services
• Serves as a deployable resource to lead growth in pricing and revenue.
• Facilitates benefit renewals, business service reviews and other key customer engagements.
• Delivers targeted outreach initiatives as needed.
• Supports client service opportunities and coordinates the execution of those services as appropriate. 
• Partners closely with the Customer Engagement teams to ensure quality service delivery.
• With management oversight provides consultative support and leadership on retention strategies.
• Forecasts attrition risk and maintains basic knowledge of the portfolio of customers. 
• Participates in identifying and transitioning customers to alternative service models. 
• Other projects and responsibilities may be added at the manager’s discretion.

JOB REQUIREMENTS AND QUALIFICATIONS
Education: Bachelor’s Degree desired; or equivalent education and/or related work experience.

Experience: 
Typically requires a minimum of 5-7 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or equivalent experience

Other Knowledge, Skills and Abilities: 
• Excellent verbal and written communication skills
• Ability to communicate with employees at all levels of the organization
• General knowledge and understanding of both state and federal employment laws
• Strong client relationship building skill
• Strong business acumen including financial analysis
• Previous experience managing portfolio of accounts; Account management experience
• Understanding of Benefits programs and strategies
• Understanding of service model pricing
• Excellent interpersonal skills 
• Excellent presentation and facilitation 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 
• Proficient in Microsoft Office Suite

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Minimal travel required
• Work in clean, pleasant, and comfortable office setting
• May be required to work in a Remote 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 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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