.Senior Client Success Manager - temporary contractThe Client Success team within the ESI Global Payroll organization is the client voice and leader of the client relationship to ensure client value realization of our solutions to achieve meaningful outcomes for our global clients.
This division is paramount to the success of the Multi-Country Payroll business, impacting client growth, engagement, and retention by driving successful and measurable client outcomes through the adoption, utilization, and optimization of ADP solutions.The Senior Client Success Manager (Sr. 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 either the Enterprise or Mid-market Client Success market segments, this role is 100% dedicated to our ADP Global Payroll Clients, which can include all the following services: GlobalView, Streamline, Celergo, EeTime/WFMgr services (and BoB as needed).
This could evolve based on ADP Global Payroll strategies.Key Areas of Focus Include:Ongoing management of strong, productive relationships with key & designated client contacts.Alignment with Client Success Leaders.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 our client and influence additional business.Adherence to defined & agreed processes and 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 this market segment's 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, referencability, client footprint, and revenue growth.Responsibilities:Client FocusEffective management of a client's portfolio of Global Payroll client accounts belonging to either the Enterprise or Mid-market Client Success Market Segments 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