Director, Relationship Management

ADP is hiring a **Director, Relationship Management**
- 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 Director, Relationship Management, in this position, reporting to the VP, you'll help our clients leverage ADP's exceptional business and technology solutions so they can focus on what matters most to them - growing their business.

ADP is looking for a leader for the Mid-market relationship management team. This is an influential role, with a team of over 13 professional relationship managers supporting ADP's clients. The role is an important pillar of the Client Success and is responsible for the health & optimization of our clients that use ADP Technology and HR services.

In addition to building strategic partnerships with our clients that choose ADP for their HR Technology needs; the role is also critical to maintaining ADP's position as the premier provider of Human Capital Management solutions. If you are interested in driving client strategy, building client relationships, managing a team, and are looking for a great growth opportunity, consider this role

To learn more about careers in Client Service at ADP, visit:
Summary:

- Assists the Client Success and Service Delivery Senior Leadership in creating a strategy for account coverage while building relationships with our clients and associates. This requires a strong combination of leadership, account management and relationship skills. The role is responsible for directing the overall client relationship and retention strategies through the leadership of the Mid-Market Relationship Managers.
- Demonstrates awareness and understanding of strategic goals and priorities of ADP, Human Capital Management (HCM) Product Growth strategy, and our clients.
- Gains commitment, alignment, and engagement to advance the interests of the Department and our clients supporting ADP Mission, Vision and Values.
- Ensures the delivery of World Class Service and the development/improvement of the overall client relationships including satisfaction and retention.
- Understands the perspective of the client and takes proactive steps to maximize client satisfaction, including building and communicating with stakeholders the client outreach programs as applicable.
- Builds a talent acquisition and retention strategy that puts the associate first - you have a proven track record of building and sustaining high performing teams & culture.
- Responsible for developing the skills, competencies, client strategies and business/financial acumen of each of the team members.
- Contributes to achieving growth objectives through Sales leads and support and loss prevention programs to support the Service and Sales organizations.
- Key success metrics include year over year increases in metrics related to customer satisfaction indexes, client retention rates, associate Engagement and retention, number of reference-able clients and business growth measured by Sales/Starts/Upgrades/Revenue.

WHAT YOU’LL DO: Responsibilities
What you can expect on a typical day:

- Responsible for executing the direction of client support and retention strategies through the leadership of the Client Relationship Managers.
- Collaborates across all functions and business segments including Sales, Implementation, Service Centers, Support Centers, Legal, Finance, Product, Marketing, and other partners to ensure strategic, effective, efficient processes and client satisfaction.
- Ensures alignment to the Client Service Executives and service center model.
- Implements relationship management tools, initiatives, and organizational structures to meet changing client demands.
- Executes and upholds relationship management program standards, while seeking to innovate and evolve those programs.
- Prepares associates for growth opportunities and acts as a coach/mentor.
- Provides guidance, coaching and assistance as needed to ensure their development and professional growth.
- Supports the Relationship Management team in handling complex, escalated, and unresolved client issues. Is the primary point of escalation for the team & our internal partners such as Sales & Implementation.
- Collaborate with other Leaders and Executives on operational, financial, staffing and/or training strategies.
- Responsible for developing metrics, root cause reporting, client executive debriefs, health of the client reporting and all other data required to communicate the update/success/progress of the client experience.

TO SUCCEED IN THIS ROLE: Requirements
- Minimum 7-10 years of people leadership in a client-facing role (relationship manageme