Description
ADP is hiring Relationship Manager. Develops and enhances strategic business partnerships by building trust with our clients' key decision makers to drive client retention/improve loss prevention. Possesses a complete understanding of our clients' business objectives, strategic direction and requirements, to proactively demonstrate and deliver increased value throughout the lifecycle of the client. Identifies new service and/or product opportunities and coordinates as necessary with Sales. Acts as a liaison between the client and ADP, serving as an internal client advocate. Includes approximately 30-40% travel.
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RESPONSIBILITIES:
Develops and enhances strategic business partnerships by building trust with our clients' key decision makers to drive client retention/improve loss prevention. Possesses a complete understanding of our clients' business objectives, strategic direction and requirements, to proactively demonstrate and deliver increased value through the lifecycle of a client relationship. Acts as a liaison between the client and ADP, serving as an internal client advocate, capable and empowered to mobilize the right resources to ensure partnership alignment. Maintains a comprehensive understanding of the entire ADP product suite and coordinates communication among the various business partners. LEVEL 2 = Assigned client base as defined by the Relationship Management Strategy Proactively ensures client satisfaction through periodic conference calls and client visits. Promotes client participation in focus groups to solicit feedback on product/service initiatives. Communicates and promotes key ADP initiatives to the client (e.g., user group meetings, product enhancements, etc.). Coordinates client projects, resolution of critical service issues, and follow-up to NPS feedback. Determines the components of projects and prepares comprehensive project plan and scope of all required activities. Communicates status and next steps to the client and appropriate internal ADP partners. Leverages the Client Relationship Consultant to identify new service and/or product opportunities and coordinates as necessary with Sales. Performs strategic account review with the client to reinforce the ADP value proposition by maintaining comprehensive and timely records on service activities. Adheres to standard ADP processes (i.e., tracking calls in CRM System, case management, etc.) for recording and responding to service activities (i.e., clients visited, presentations made, etc.). Accountable for the Client Retention of the assigned base, as well as accurate and timely business loss forecasting. Provides guidance to the Client Loyalty leadership about the health of the business, including risk and opportunities for successful Service delivery for MAS' largest clients. Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
8 -12 years in a client service or relationship management position
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Bachelor in Business, Accounting, Marketing or equivalent work experience CPP, PHR, SPHR or CEBS preferred Demonstrated proficiency in managing larger more complex client account relationships with multiple products. Extensive experience building relationships and understanding a client's needs is essential. Prior experience managing service recovery required. Expert knowledge of ADP's infrastructure and ADP's traditional and new products/services in business processing and outsourcing required. Ability to interface with multiple levels within a client's organization (C level to Payroll Manager). Probing and Analysis Strategic Planning Relationship Building Presentation skills which includes superior verbal and written Communication Judgment
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About ADP
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