Global Payroll - 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 Client Success, this role is 100% dedicated to our ADP Global Payroll Client, 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 FocusOngoing management of strong, productive relationships with key & designated client contacts.Alignment with Client Success Team Leader/Manager and ADP Client Success Segment 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 clients and influence additional business.Adherence to defined & agreed processes to achieve targets established annually.The position demands a strong combination of account management/relationship building skills together with the use of tools & processes to address 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 ResponsibilitiesClient FocusEffective management of a client's portfolio of Global Payroll client accounts belonging to the Client Success Market Segment to ensure client satisfaction, retention & growth.Cultivation of a trusted-advisor 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 understand financial impact.Ensure appropriate utilization and consistent execution of tools, communications, processes, client satisfaction and retention activities, and metrics.Client CommunicationDemonstrate 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.Facilitate and encourage client participation in ADP events as appropriate (e.g., ReThink, Pilots & Beta Product opportunities, testimonials).Opportunity FocusSuccess 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 CommunicationEnsures appropriate proactive internal communication and escalation of issues that impact the overall client relationship and retention.Support all activities related to internal processes (e.g., CAR-LOB, NPS).Education and Certification RequirementsDegree or 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 RequiredA 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.
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