Strategic Client Relationship Manager
Req Number: 6011647408012024
Category: Relationship Management
Posted Date: August 14, 2024
Category: Relationship Management
Posted Date: August 14, 2024
Work Location(s): Capelle Aan Den Ijssel, Zuid-Holland, NL
ADP is hiring a Strategic Client Relationship Manager
• Are you ready to drive our client relations to a higher level?
• Do you enjoy creating an environment in which clients will flourish?
• Can you handle the responsibility of driving and ensuring client growth and client satisfaction objectives?
• Will you be the Voice of the Customer ?
• Will you help other teams, such as Service, Implementation and Sales, with solving client challenges and provide creative solutions?
Then this may be the role for you! Ready to make your mark?
As a Strategic Client Relationship Manager, you will serve as an advocate of ADP’s Global and local HCM and Payroll Solutions and Services capabilities. The role supports ADP’s larger and most complex clients.
Key areas of focus include the development of strong, productive relationships with executive level client contacts. Also alignment with ADP senior management and collaborative efforts with ADP Sales, Service and Implementation teams and any other functional team as required are a big part of your role to increase client engagement and win new business within the portfolio.
The position requires a strong combination of account management / negotiation / relationship building skills and business acumen. Success in this role can be defined by year over year increases in metrics related to: portfolio revenue and share of wallet per client, contract renewal, client retention rates and customer satisfaction indexes (NPS, references).
In this role:
• You are responsible for the overall health of the client relationships and positioning of ADP as the provider of choice for our clients.
• You will drive the highest level of client partnership and alignment.
• You will facilitate resolution of serious issues that cannot be resolved directly by Service & Operations teams and have been escalated.
• You match client demands with ADP’s product strategy.
• You will act as the Voice of the client.
• You are responsible for revenue growth, retention, satisfaction and contract health of your client group.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
WHAT YOU’LL DO:
Client focus
• Responsible for client retention, client advocacy, revenue/profitability growth (additional business) and satisfaction.
• Key ADP contact for the Client’s decision makers and Senior executives responsible for the ADP relationship (regionally).
• Cultivate a trusted-advisor relationship with clients in an effort to educate and influence a propensity to partner with ADP.
• Monitor and oversee client performance under the terms of the contract, including service delivery
• Understand client’s business & HR strategy and articulate a compelling ADP value proposition that positions ADP as a strategic partner (Account strategy, product road map, value proposition).
• Engage clients through ADP events & initiatives (sales events, conferences, user Group Meetings, Product pilots,..).
• Develop client engagement as an ADP promotor (NPS, testimonials, client case, spotlights,..).
• Develop and drive proactive client management strategies by leveraging data, analytics and client experience information focused on achievement of client desired outcomes.
• Act as primary point for client escalation through resolution/tracking.
Leadership Focus
• Establish and drive client governance model across the board (BUs/countries/geographies).
• Proactively initiate and support all activities required to ensure client retention and improve the client experience.
• Are the resource for ultimate escalation from both ADP’s & client teams.
• Focus on balancing client business objectives and ADP value proposition.
• Ensure appropriate utilization and consistent execution of reporting, tools, communications, processes, client retention.
Outside-In perspective
• Act as Voice of the Client within ADP, advocating for client desired outcomes.
• Understand market trends, ADP’s position, and strategic directions.
• Know the competition and the likely impact of their actions on ADP clients.
• Provide ADP internal partner (marketing, sales, product, management) with client insights to help improve ADP’s offer & positioning.
Business development focus
• Own, oversee, and support an effective and mutually beneficial contract renewal process.
• Challenge the status quo to surface new business opportunities and support ADP’s Team effort until signature.
• Identify opportunities to enhance the organization to meet needs of the client, the business, and shareholders.
Collaboration
• Collaborate within a matrixed management structure, with operational, service and product management partners to drive issues to closure, oversee completion of projects and influence the product roadmap to enhance the overall client experience.
• Have the ability to engage and influence internal and external executive levels and partners.
• Persuade, convince, influence, impress others in order to gain acceptance of ideas, products or service, to support an agenda, or to follow a desired course of action.
• Participate in and/or lead internal project related to client retention/satisfaction.
Communication
• Demonstrate highly effective verbal and written communication skills; deliver highly professional presentations and communications throughout the client and ADP organizations.
• Demonstrate excellent role model qualities.
• Show the ability to clearly articulate strategy. Strong written and verbal communication, with a very strong “think like client”/client centric perspective.
• Facilitate client participation in ADP events as appropriate i.e., ADP Connect & Share, Client Focus groups, Beta Product opportunities, testimonials, etc.
TO SUCCEED IN THIS ROLE: Requirements
• Minimum (commercial) experience of four years with existing clients and managing client relationships;
• Perfect communication skills in a client facing context.
• Excellent Dutch and English language skills both verbally and in writing.
• Affinity with processes and software in the field of Payroll and Human Capital Management (HCM).
• Experience utilizing CRM, Salesforce and any relevant tool to gain data analytics.
• Excellent interpersonal skills; able to manage (indirectly) diverse resources within a matrix environment toward the achievement of the common objective.
• A highly motivated self-starting, autonomous individual who can work independently and set their own priorities.
• Excellent time management, presentation and organizational skills.
• Experience establishing and executing on new business development and growth initiatives.
• Ability to work in a multinational environment with diverse cultures.
BONUS POINTS FOR THESE:
• 1+ yr. Proven experience in project management and/or project coordination
• A completed university or college education in the field of commerce, business administration, economics, HR or similar.
YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:
· Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
· Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
· Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
· Continuously learn through ongoing training, development, and mentorship opportunities.
· Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
· Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
· Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
· Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
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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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