Position Title : Client Success Manager
Reporting Line : Senior Manager, Client Success Team
Position Purpose :
Serves as the primary client contact with assigned client Management and Executive levels, acts as an advocate and liaison to develop and maintain effective client relationships within an assigned portfolio to ensure the provision of products and service offerings are in line with client expectations and ADP service and quality standards.
This role manages the ADP relationship with our valued clients where professionalism, client focus and a high-level understanding of HCM processes are important to the success of the partnership.
Key Responsibilities:
- Management of client accounts across the ANZ Business products and services spanning multiple businesses with a focus on having a thorough understanding of each client's business to effectively influence strategic direction of current and future needs
- Develop a thorough knowledge of the client portfolio and internal culture to align the resources, contacts, and opportunities to deliver on the service delivery agreements, and ADP's presence
- Ensure client is informed on ADP products, and services evolution with intent to deliver on client expectations and create "Promoters"
- Lead proactive partnering and consulting based on client key business issues and analysis of client data
- Conduct Service Reviews and client touch points to provide value to clients and ADP by analyzing and working with operational teams to identify gaps and coordinate with ADP and clients to drive consistent quality of service delivery and consistent service improvement to secure high client satisfaction (NPS), high retention rate and reference ability
- Be the voice of ADP to the client and the client advocate into ADP
- Collaborate and proactively respond to and directly liaise with all internal stakeholders to resolve any significant client escalated issues
- Use effective strategies to ensure relational service excellence is delivered
- Contract management, renewals, additional business, commercial gestures and claims as required based on product
- Achieve team client retention targets
- Protect recurrent revenue by understanding client contracts to ensure profitability and quality
- Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients, whilst proactively promoting ADP’s products and services
- Establish and maintain strong working relationships with colleagues in the wider ADP businesses and others as appropriate to service client needs
- Proactively ensure that client portfolio contains a diverse range of referable clients
- Ensure that Client reference ability is maintained and up to date in CRM system
- Participate in internal championships and stretch assignments as required
- Build HCM knowledge through ongoing internal and external learning opportunities
- Other Duties from time to time as requested or required and not limited to the above
Experience:
- Minimum 3 years of related client success or relationship management or operational experience
- Demonstrated track record of successful relationships and strong client relationship building and retention across medium to large organisations
- Exceptional communication, interpersonal and presentation skills
- Time management and organizational skills
- Negotiation and influencing skills
- Proven ability to think outside the box to generate new and viable opportunities to improve relationships and increase profitability
- In-depth analytical, problem solving, reporting and strong metric experience Preference for Payroll, Time and Attendance and / or HCM industry knowledge
Certification & Qualifications:
Relevant tertiary qualification in a business/Technology/Marketing/Human Resources/Finance