Principal, Client Success Relationship Manager

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.

Client support at ADP: It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

ADP Canada is actively searching for a Principal, Relationship Manager to join our Client Success Team and provide expert relationship support to clients of varying size and complexity.

**Responsibilities**:

- This role is the primary point of accountability and is responsible for setting and managing the client expectations.
- Develops and enhances business partnerships by fully engaging and building trust with our client's key decision makers to drive client satisfaction, retention, and an overall positive client experience for the Major and National Accounts Comprehensive Services clients.
- Possesses an understanding of our clients' business objectives and requirements to proactively demonstrate and deliver increased value through the life cycle of the client.
- Proactively delivers increased value by demonstrating continuous improvement and change management best practices throughout the life cycle of the client.
- Understands and support our client's business objectives and strategic direction through utilization of our offering.
- Acts as a liaison between the client and ADP by serving as an empowered internal client advocate and coordinating communication among the various internal business partners including implementation, service, HRBP, sales and other support teams.
- Proactively works with the client as their needs change and grow to ensure product alignment is optimal.
- Responsible for the maintaining client satisfaction and client retention; oversees the entire client experience.
- Partners with ADP Sales for alignment and sales opportunities through communication of the business, governance, and service delivery model through sales presentations for prospective clients.
- Creates strategic account reviews and determines goals and objectives for the client.
- Monitors and manages the change and risk associated with the client's business requirements, applies communication skills, and partners with the client to successfully manage change with ADP Standard Operating Procedures and incorporates Change Control process as applicable with the ADP Team.
- Internal Process Compliance - complies with defined methodology for all deliverables during client implementation and ongoing services for escalated issue management and resolution with service teams.
- Shares information internally and with Product Management to ensure our technology and services maintains competitive advantage.

**Education**:

- Bachelor's Degree preferred or equivalent experience in a relationship or account management role.

Knowledge, Experience, and Skills Required:

- A minimum of 7-10 years of progressive career experience with demonstrated proficiency in managing large, complex client account relationships (Client Service, Relationship Management, B2B experience preferred).
- Extensive experience building relationships with clients is essential.
- Superior client service skills (both verbal and written communications) and strong active listening skills
- Expert level communication, influence, and negotiations
- Ability to collaborate and work effectively within cross functional teams, builds consensus, and breaks down organizational barriers
- An understanding of ADP's infrastructure and ADP's tradition and new product/services business processing and outsourcing is helpful.
- Prior experience in HCM or HR is beneficial.

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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 sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.