Client Success Manager

The Client Success Manager (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 the Digital Client Success market segment, this role is 100%
dedicated to our ADP Global Payroll “Digital” Client market segment (SBS), which can include
all the following services: GlobalView, Streamline, Celergo, EeTime/WFMgr services (and BoB if
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 Digital Client Success Team Leader and ADP Client Success Digital Sr
Director
– 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 in class services to client and influence additional business

The position demands a strong combination of account management / relationship building
skills together with use of tools & process 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, referenceability, client footprint
and revenue growth.

Job Responsibilities:
Client Focus
• Effective management of a client’s portfolio of Global Payroll client accounts
belonging to the Digital Client success Market Segment 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
understands financial impact.
• Ensure appropriate utilization and consistent execution of tools, communications,
processes, client satisfaction and retention activities, and metrics.
Client Communication
• Demonstrate strong “listening”, presentation, meeting management and relationship
management/servicing skills.

• 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.
• 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.

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
• Ensures appropriate proactive internal communication and escalation of issues that
impact the overall client relationship and retention.
• 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 organization (CPP, CEBS, PHR) is an asset.
Knowledge, Experience, and Skills Required:
• A minimum of 1-3 years of progressive career experience with demonstrated proficiency
in managing a diverse roster of client account relationships ideally in SaaS Based
Technology and/or outsourcing industry. HCM and Payroll Technology experience is an
asset.
• Extensive experience building relationships with clients is essential.
• Advanced MS Suite software capabilities.

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.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.