Client Relations Executive – Key Accounts

ADP is hiring a Client Relations Executive for Key Accounts.

• Are you ready to flex your leadership expertise and guide the overall activities of a client-facing Human Resources service team working in the Field, ensuring service excellence for our clients?
• Can you handle the responsibility of ensuring an overall productive and enjoyable working environment for our associates?
• Are you ready to manage a diverse client book of California accounts?
• Do you enjoy working through client challenges and providing creative solutions?
• Do you have a knack for building relationships, working through contract negotiations, and retaining clients?

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

In this role, the Client Relations Executive (CRE) is responsible for both HR consulting and overall Account Management, driving client retention by relentlessly monitoring and managing clients’ experience and success. With and through their team of HR professionals, the CRE partners with all levels of ADP service partners and Client leadership to drive a favorable end-to-end client experience- one which results in a long-term and valued partnership. The CRE will initiate interventions to address any areas of client retention, including: client satisfaction; client experience; and, overall value recognition. The CRE identifies client risk and acts as the primary agent for driving save and retention activity, enlisting the many ADP resources available to address and remedy client concerns thereby sustaining a long-term partnership with ADP.

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP, watch here:

https://adp.careers/Client_Services_Videos

WHAT YOU’LL DO: Responsibilities

What you can expect on a typical day:

Client Focus:

• The CRE Serves as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
• The CRE will reinforce the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client.
• The CRE will monitor client survey scores and maintain them at a level established by Senior Leaders.
• The CRE will maintain a relationship with local Sales Leaders, providing support when possible to the sales process.
• Manage escalated issues and provide direction internally, as well as updates to the client.
• Possesses strong presentation skills, executive presence, business acumen, and an ability to articulate and manage to clients’ desired outcomes.
• The CRE is able to manage difficult situations effectively and with the highest standard of integrity. Includes proactively handling issues with transparency and accountability, setting reasonable expectations for the client and de-escalating difficult situations.

People Leadership:

• The CRE will provide overall direction and leadership to Field HR Business Partners, managing the activities of team members in multiple locations through frequent communication, direction, development, and coaching.
• Manage relationships with key stakeholders.
• Establish clearly defined individual performance goals and objectives; communicate these to team members through 1-on-1 meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members.
• Develop leaders for succession.
• Work in collaboration with direct reports to establish Individual Development Plans.
• Work with internal HR, when needed, to develop and administer corrective action and performance improvement plans.
• Function as a consultant and business partner to other organizations within ADP.
• Serve as an acting backup to other leaders; providing leadership, guidance, and direction to team members in the absence of the leader.

Contract Management and Success Measurements:

• The CRE understands all components of their clients’ contracts, including pricing components, service level agreements, and the clients’ service history.
• The CRE reports on progress against Key Performance Indicators and Business Goals, monitoring and managing client success while being able to effectively use data to provide actionable insights.

Operational Execution:

• The CRE is responsible for ensuring team Key Performance Indicators are met, driving overall goal attainment focused on client retention, Net Promoter Score (NPS) surveys, and other fiscal- and people-oriented goals.
• The CRE coordinates and collaborates, within a highly matrixed global organization, including Sales, operational, service and product management partners to drive issues to closure, oversee completion of complex projects, improve efficiency and quality of end-to-end experience, and influence the product roadmap to enhance the overall client experience and deliver on the client’s success milestones.
• Provides continual communication and coordination of functional activities to other departments to ensure effective client support.
• Acts as liaison between client service and other departments.
• Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals.
• Make critical staffing decisions.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
• Prepare and present reports on team performance.

TO SUCCEED IN THIS ROLE:

• At least eight years of managing and consulting with small- and mid-sized clients, focused on strategic account management
• At least five years of General Management, Sales or Management Consulting Experience, Client Success Management
• Be very comfortable with technology and learning new software
• Very proficient in the Microsoft Office Suite, including Excel and PPT
• Demonstrated skills in analytics and research, client relations, executive presentations and cross-functional project management
• Experience with Human Capital Management solutions and technology.
• Up to 75% travel required

A college degree is great but not required. What’s more important is having the skills to do the job. If you don’t have a college degree, other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success

BONUS POINTS FOR THESE: Preferred Qualifications

• Bachelor’s Degree
• MBA or advanced degree
• A working understanding of a Professional Employer Organization (PEO)
• A demonstrated working knowledge of Salesforce Client Relations Management software
• Previous experience managing client/customer retention and service teams
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to work and thrive in a team environment, focused on achieving results
• Ability to manage a team and develop leaders
• Ability to assess team members’ performance and provide motivational support
• Ability to work both independently and as part of a team
• Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Proficient in the latest web technologies and working knowledge of various operating systems
• Ability to manage to all pertinent ADP HR, Payroll, and Benefits policies and procedures

• (S) PHR or (S) SHRM CP certification

YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourselfin a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What are you waiting for? Apply today!