Client Success Specialist

4 weeks ago

Orlando, United States The PEOPLEASE Group Full time
Position Summary

The PEOPLEASE Group (TPG) is a leading Professional Employer Organization (PEO) serving 70,000 employees and counting. TPG’s industry focus and strategic growth plan have positioned us to be the leading provider of PEO services in the United States serving the blue and gray collar markets. 

The PEOPLEASE Group (TPG) is looking for a qualified Client Success Specialist to join our dynamic team. Client Success Specialist serves a major role in creating a positive customer experience for our clients and acts as the primary point of contact for client escalation management and supporting the client’s experience in our Core Services of Payroll, HR, and Benefits for an assigned portfolio of regional PEOPLEASE clients.  

The ideal candidate will have account management experience and a successful track record of interacting with clients at all levels of management, including internal senior executives to ensure success in account management, as well as a good understanding of HR systems and processes Payroll Services, Worker’s Compensation, Reporting, HR, and Employee Benefits Administration. 

This role will work very closely with our leadership team and regional Sales team, General Managers, and external channel partners on client issue resolutions, driving client success, and retention. They will have the ability to thrive in a fast-paced environment, manage and execute multiple detail oriented tasks, excellent communication skills, and passion for service excellence.   

The candidate must be a self-starter with the ability to function as a hybrid employee in a distributed work team.  

 

Essential Duties and Responsibilities 

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Client Success Specialist:  

  • Communicates consistently and collaboratively with internal teams/departments and clients to ensure that all their needs are understood and addressed via email, phone, and in-person meetings.
  • Serves as the escalation liaison supporting and managing issues for daily operations between client customers, Client Success Specialist, and internal departments.
  • Assists in preparing reports for clients, GM, and regional teams as requested.
  • Collaborates with GM, Sales, Payroll, Benefits, HR, Accounting, and Risk Team Leads to ensure smooth operations and speedy resolutions.
  • Assists clients with all issues related to Core Services, Implementation, Open Enrollment, HR, and Benefits, year-end/ year start.
  • Maintains ongoing relationships to drive client value, retention, and education on our products and services.
  • Accountable for Customer Relationship Management System (ClientSpace) cases; documenting all client interactions and managing cases for all Core Services and Risk Management Services including loss runs, rate concession requests, payroll reports, etc.
  • Evaluate client-level changes alerting GMs as needed to proactively reach out and assist with client satisfaction and or client retention issues.
  • Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services, with a high emphasis on quality.
  • Travels to client locations to build effective client relationships, ensure smooth operations, and speedy resolutions (up to 25% of the time including possible overnight)
  • Takes on stretch assignments and additional projects as needed.
  • Stays up to date with relevant compliance and enterprise updates affecting clients. 


Minimum Qualifications (Knowledge, Skills, and Abilities) 

Required:   

  • High School Diploma or equivalent 
  • 3+ year of demonstrated customer service skills- taking ownership of customer satisfaction and gaining the cooperation of others in pursuit of company goals.
  • Valid driver’s license and satisfactory driving record
  • High level of proficiency in Microsoft 365 Suite including office products and teams
  • Excellent verbal and written communication skills including interpersonal, presentation, and facilitation skills.
  • Ability to work independently to resolve issues in a team office environment; to communicate expertly across many organizational levels and functions driving business engagement and teamwork; to effectively build rapport with stakeholders.
  • Ability to multi-task, prioritize, and complete requests/assignments promptly in a fast-paced environment. 
  • Ability to travel to client locations and build effective client relationships including possible overnight up to 25% of the time.
  • A demonstrated commitment to high professional ethical standards and a diverse workplace 

Preferred:   

  • Bachelor's degree (B.A.) from a four-year college or university preferred; or equivalent combination of education and experience
  • Bilingual- English and Spanish
  • Experience with PRISMHR/ClientSpace
  • 3+ years in customer account management or related job duties
  • Knowledge of PEO products, services, and markets- including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems
  • Knowledge of and ability to provide guidance on clients’ payroll, benefits billing, reporting, and best practices in operations
  • Understanding of HR practices, policies, PrismHR processes, systems capabilities, and limitations 
  • Strong PrismHR Workforce Analytics / and payroll reporting acumen with a keen ability to solve customer reporting inquiries 


Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. This position will be working primarily indoors and some of the time in an outdoor environment. From this movement, the employee will encounter varying temperatures. The normal auto and air travel hazards will apply. 

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