Senior Client Success Manager

The Client Success team within the ESI Global Payroll organization is the client voice and leader of the client relationship to ensure client value realization of our solutions to achieve meaningful outcomes for our global clients. This division is paramount to the success of the Multi-Country Payroll business, impacting client growth, engagement, and retention by driving successful and measurable client outcomes through the adoption, utilization, and optimization of ADP solutions.

The Senior Client Success Manager (Sr. CSM) serves as an advocate of ADP's Global Payroll Solution and Service capabilities, while driving ADP's message as a world leader in the Global Payroll industry into the client base. Within either the Enterprise or Mid-market Client Success market segments, this role is 100% dedicated to our ADP Global Payroll Clients, which can include all the following services: GlobalView, Streamline, Celergo, EeTime/WFMgr services (and BoB as needed). This could evolve based on ADP Global Payroll strategies.

Key areas of focus include (but are not limited to):

• Ongoing management of strong, productive relationships with key & designated client contacts
• Alignment with Client Success Leaders
• Collaborative efforts with other ADP Client Success colleagues, ADP Sales, Service and Implementation teams and any other functional team as required to retain assigned clients, deliver best class services to our client and influence additional business.
• Adherence to defined & agreed processes and achieve targets established annually.

The position demands a strong combination of account management / relationship building skills together with use of tools & processes to address this market segment specificities. Success in this role can be defined by year-over-year increases in metrics related to customer satisfaction indexes, client retention rates, contract renewals, reference ability, client footprint and revenue growth.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years.

Job Responsibilities:

Client Focus

• Effective management of a client's portfolio of Global Payroll client accounts belonging to the either the Enterprise or Mid-market Client Success Market Segments to ensure client satisfaction, retention & growth.
• Cultivation of a trusted-advisor and develop a strong relationship with clients to influence their propensity to partner with ADP.
• Consultative client approach, with an ability to recognize what actions will demonstrate exemplary partnership to the client base, by incorporating a deep understanding of the client needs with appropriate ADP Global Payroll solutions and expertise.
• Address & resolve escalated client issues or concerns.
• Oversee and support effective and mutually beneficial contract (re)negotiations and understand financial impact.
• Ensure appropriate utilization and consistent execution of tools, communications, processes, client satisfaction and retention activities, and metrics.
• Manage multi country/multi region/multi product portfolios of clients (manage across multiple time zones)
• Responsible for the overall health of the client influencer relationship and position of ADP as the provider of choice for our clients.

Client Communication

• Demonstrate strong "listening", presentation, meeting management and relationship management/servicing skills.
• Compile and deliver monthly, quarterly, or as agreed Service Reviews (which include KPI analysis) for all services in scope for that client. (These reviews can be done via video conference or may require face-to-face meetings).
• Educate clients on new products and enhancements, encouraging client adoption of these products.
• Confident with ability to challenge the current state and make a compelling case for change (internal & external)
• Lead and drive continuous improvement and operate with flexibility.
• Significant understanding of Global Payroll 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, ReThink, Pilots & Beta Product opportunities, testimonials, …

Opportunity Focus

• 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, contract renewals and new opportunities.
• Adhere to all administrative aspects of monitoring retention, client satisfaction and revenue growth.
• Develop and implement strategies to improve client retention and satisfaction.
• Analyze client feedback and performance metrics to identify improvement areas.

Internal Communication

• Key liaison with all ADP entities to proactively communicate and monitor implementation, service, and product issues for the client.
• Builds "one client team".
• Ensures appropriate proactive internal communication and escalation of issues that impact the overall client relationship and retention.
• Own and manage escalations, action logs/plans, and remediation efforts across internal teams.
• Support all activities related to internal processes (ie; CAR-LOB, NPS, …).

Education and Certification Requirements:

• Degree or Equivalent Or, its equivalent in Business Administration, Human Resources, Finance or another related field.
• Accreditation from appropriate organizations (CPP, CEBS, PHR) is an asset.

Knowledge, Experience, and Skills Required:

• 3-5 years of related implementation, project management, account management or operational experience with benefits, HR, payroll, HRIS and/or system implementation.
• Extensive experience building relationships with clients is essential.
• Advanced MS Suite software capabilities.
• Limited travel required.