Client Relationship Executive

Position Description

****Hybrid role-MUST BE WITHIN COMMUTABLE DISTANCE FROM SAN DIMAS, CA., COSTA MESA, CA., TEMPE, AZ., MAITLAND, FL., AUGUSTA OR ALPHARETTA, GA.**********

 

 The Compliance Solutions Relationship Manager serves as a Client advocate and leader for strategic Clients within a complex and high revenue client base. The Relationship Manager (RM) is tasked with relationship governance, ensuring the development of a productive and collaborative partnerships, retention, satisfaction, and growth. As a primary partner to ADP Client’s Executive Sponsor(s) and Payroll Leadership, the RM is responsible for monitoring overall health of the relationship beyond day-to-day service delivery. Success as a Relationship Manager requires a strong background in sales, business development, account management, and customer success. Key measures of success in this role are YoY revenue growth, contract renewals, NPS, referenceability, and Smart Compliance adoption within assigned client base.

 

The RM establishes a depth of knowledge about the Client’s priorities, expected outcomes, short and long-term strategies. The RM operates as the bridge between the Client and the business, partnering with ADP leadership, sales, implementation, finance, and service teams to ensure success across the client journey.  As a proactive and consultative partner, the RM initiates interventions with the Client and/or internal partners to optimize Client experience to remove risks, obstacles, and drive adoption. 

 

The RM contributes to revenue growth by ensuring the health and stability of relationships and through the introduction of additional services and products aligning ADP to the Client’s compliance and payroll strategies. 

 

Relationship Management:

• The RM drives total client satisfaction by delivering a seamless and unified experience in partnership with internal Associates.
• Effectively manage across ADP to understand the hidden elements within the organization that impact the client and the business.
• Create Client Account Success Plan and facilitate periodic service performance reviews and Client Executive Briefings to ensure the client holistically realizes the value in the ADP relationship.
• The RM knows their clients by becoming a mutual partner of the client's company and industry in order to accurately provide an overview of their clients' business, their performance in the industry, critical business issues and strategic goals, in order to proactively identify and act on Risks and Opportunities. The RM is a proactive partner who helps clients think through the marketplace implications, how that affects client strategy and provides best practices of similar verticals.
• Ability to identify who the critical decision-makers are within the disciplines we generally support (HR, IT, Operations and Finance).
• Sharing HCM industry updates and information relevant to a particular client's needs in a manner that supports and helps their business.
• Establish and manage an expectation of reference-ability and client engagement opportunities relevant and beneficial to both the client and to ADP including driving participation in key events (MOTM, Rethink, CAB, Online Forums, Ambassador Program, etc.).
• The RM can navigate 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.

 Contract Management and Success Measurements:

• The RM understands all components of their clients' contracts, including pricing components, service level agreements and the clients' service history so as to ensure contract compliance of both the Client and ADP.
• Execution of contract renewal - Internal coordination with all ADP partners to deliver a smooth renewal process for the client. Partnership with Sales on revenue expansion opportunities with the RM's book of business and leveraging all available resources necessary to defeat a competitive threat.
• The RM reports on key business activities and ROI in Success Plan and Executive Business Reviews, monitoring and managing client success, while being able to effectively use data to provide actionable insights.

 

To Succeed in this role, you must meet ALL of the following:

• At least 10 years of managing relationships, selling, and consulting with large enterprises, matrixed, and global clients.
• At least 5 years of B2B sales experience
• At least 5 years managing Fortune100 companies
• Experience in navigating and negotiating contracts with procurement
• Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management
• Strong conflict management and resolution experience.
• Experience with HCM, Payroll, ERP, HR, or other software and professional services.
• Experience with Client Lifecycle Management from development to implementation and ongoing account management and support.
• Ability to travel 40% - 50%.

****MUST BE WITHIN COMMUTABLE DISTANCE FROM SAN DIMAS, CA., COSTA MESA, CA., TEMPE, AZ.,                 MAITLAND, FL., AUGUSTA OR ALPHARETTA, GA.**********

 

 

Preferred Qualifications

• Possesses strong presentation skills, Executive Presence, business acumen and deep knowledge of the client and ability to articulate and manage to clients' desired outcomes.
• Excellent verbal and written communication, and presentation skills.
• Ability to effectively manage multiple and complex relationships and competing priorities.
• 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 experience could include the skills above.

 

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

 

If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched 401(k), Student Loan Repayment Program, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.

 

For California, salary range for this role is: $68,700- $139,300 / Year

 
Can role be virtual?No