Client Success Relationship Manager

5 months ago

Etobicoke, Canada ADP Full time

The Client Success Relationship Manager serves as an advocate of ADP's Global HCM Solution and Service capabilities, while driving ADP's message as a world leader in the HCM industry into the client base. The role supports ADP Canada's Comprehensive Services - Majors level clients.

Key areas of focus include the development / ongoing management of strong, productive relationships with executive level client contacts (ie; CFO, CHRO), alignment with ADP General Managers and Executive Committee members as required, and collaborative efforts with ADP Sales, Service and Implementation teams and any other functional team as required in order to win new clients and influence additional business in existing clients in adherence with targets established annually.

The position demands a strong combination of account management / relationship building skills and business/financial acumen. Success in this role can be defined by year over year increases in metrics related to: customer satisfaction indexes, and client retention rates, refrenceability exceptional RM client survey result and targeted revenue growth and share of wallet per client.

**Responsibilities**:
**Client Focus**
- Effective management of the client relationship for ADP's complex clients both domestic and North America.
- Cultivation of a trusted-advisor relationship with clients in an effort to influence a propensity to partner with ADP.
- Consultative client approach, with an ability to recognize what actions will demonstrate exemplary partnership to their client base, by incorporating a deep understanding of the client needs with appropriate ADP solutions and expertise.
- Oversee and support effective and mutually beneficial contract negotiations and understands financial impact.
- Ensure appropriate utilization and consistent execution of tools, communications, processes, client retention activities, and metrics.
- Maintain a sufficient client assignment base, while looking for opportunities to **enhance and **increase coverage.

**Client Communication**
- Demonstrate strong presentation, meeting management and relationship management/servicing skills.
- **Confident with ability **to challenge the current state and make a compelling case for change.
- **Lead and **drive continuous improvement and operate with flexibility.
- Significant understanding of HCM concepts with the ability to represent a broad range of ADP disciplines and solution platforms.
- Comprehensive industry and competitive knowledge with an external network of expertise
- 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 ie; MOTM, ReThink, Beta Product opportunities, testimonials.
- Primary responsibilities, Retention, Referencability, and Revenue.

**Opportunity Focus**
- Execution of Account Planning techniques and skills to ensure strategic approach to client penetration and revenue forecasts.
- 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 and new opportunities.
- Adhere to all administrative aspects of monitoring retention and revenue growth.
- Primary responsibility Retention, Referenceability and Revenue.

**Internal Communication**
- Ensures appropriate proactive internal communication and escalation of issues that impact the overall client relationship and retention.
- Support all activities related to closed-loop processes ie; NPS, SCP Survey.

**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 3-5 years of progressive career experience with demonstrated proficiency in managing a diverse roster of complex 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 Microsoft skills.
- Word and Excel software capabilities.

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**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexu

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