Client Success Relationship Manager

1 month ago

Etobicoke, Canada ADP Full time

**ADP is hiring a Client Success Relationship Manager***
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

As a **Client Success Relationship Manager**, you’ll serve 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.

**To learn more about careers in **Client Service **at ADP**, **visit**:
**What you’ll do**:_Responsibilities_

**What you can expect on a typical day**:
**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.

**TO SUCCEED IN THIS ROLE**:_Requirements _

**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.

**Bonus points for these**:_Preferred

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