Global Payroll – Digital Client Success - Client Success Manager (CSM)
The Client Success Manager (CSM) serves as an advocate of ADP's Global Payroll Solution and Service capabilities, while driving ADP's message as a world leader in the Global Payroll industry into the client base. Within the Digital Client Success market segment, this role is 100% dedicated to our ADP Global Payroll "Digital" Client market segment (SBS), which can include all the following services: GlobalView, Streamline, Celergo, EeTime/WFMgr services (and BoB if needed). This could evolve based on ADP Global Payroll strategies.
Key areas of focus include (but are not limited to):
Ongoing management of strong, productive relationships with key & designated client contacts
Alignment with Digital Client Success Team Leader and ADP Client Success Digital Sr Director
Collaborative efforts with other ADP Client Success colleagues, ADP Sales, Service and Implementation teams and any other functional team as required to retain assigned clients, deliver best in class services to client and influence additional business
Adherence to defined & agreed processes
Achieve targets established annually.
The position demands a strong combination of account management / relationship building skills together with use of tools & process to address this market segment specificities. Success in this role can be defined by year over year increases in metrics related to: customer satisfaction indexes, client retention rates, contract renewals, referenceability, client footprint and revenue growth.
Job Responsibilities:
Client Focus
Effective management of a client's portfolio of Global Payroll client accounts belonging to the Digital Client success Market Segment to ensure client satisfaction, retention & growth.
Cultivation of a trusted-advisor and develop a strong relationship with clients to influence their propensity to partner with ADP.
Consultative client approach, with an ability to recognize what actions will demonstrate exemplary partnership to the client base, by incorporating a deep understanding of the client needs with appropriate ADP Global Payroll solutions and expertise.
Address & resolve escalated client issues or concerns
Oversee and support effective and mutually beneficial contract (re)negotiations and understands financial impact.
Ensure appropriate utilization and consistent execution of tools, communications, processes, client satisfaction and retention activities, and metrics.
Client Communication
Demonstrate strong "listening", presentation, meeting management and relationship management/servicing skills.
Confident with ability to challenge the current state and make a compelling case for change (internal & external)
Lead and drive continuous improvement and operate with flexibility.
Significant understanding of Global Payroll concepts with the ability to represent a broad range of ADP disciplines and solution platforms.
Exceptional verbal and written communication skills – to be applied equally with external audiences and internal constituencies.
Comprehensive industry and competitive knowledge with an external network of expertise.
Facilitate and encourage client participation in ADP events as appropriate ie; ReThink, Pilots & Beta Product opportunities, testimonials.
Opportunity Focus
Success in the role is defined by year over year increases in metrics related to: customer satisfaction indexes and client retention rates, targeted revenue growth and share of wallet per client, within assigned client base.
Facilitate client reference opportunities.
Lead and support all activities related to retention efforts, contract renewals and new opportunities.
Adhere to all administrative aspects of monitoring retention, client satisfaction and revenue growth.
Develop and implement strategies to improve client retention and satisfaction.
Analyze client feedback and performance metrics to identify improvement areas.
Internal Communication
Ensures appropriate proactive internal communication and escalation of issues that impact the overall client relationship and retention.
Support all activities related to internal processes (ie; CAR-LOB, NPS, …).
Education and Certification Requirements:
Degree or Equivalent Or, its equivalent in Business Administration, Human Resources, Finance or another related field.
Accreditation from appropriate organization (CPP, CEBS, PHR) is an asset.
Knowledge, Experience, and Skills Required:
A minimum of 1-3 years of progressive career experience with demonstrated proficiency in managing a diverse roster of client account relationships ideally in SaaS Based Technology and/or outsourcing industry. HCM and Payroll Technology experience is an asset.
Extensive experience building relationships with clients is essential.
Advanced MS Suite software capabilities.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.
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