Client Relations Executive - CORE Market

ADP•Denver, CO

4d•Hybrid

About The Position

ADP is hiring a Client Relations Executive. This role 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.

Requirements

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.
Some travel Required
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

Nice To Haves

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

Responsibilities

Serves as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
Reinforces the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client.
Monitors client survey scores and maintain them at a level established by Senior Leaders.
Maintains a relationship with local Sales Leaders, providing support when possible to the sales process.
Manages escalated issues and provides 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.
Manages 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.
Provides 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.
Manages relationships with key stakeholders.
Establishes clearly defined individual performance goals and objectives; communicates these to team members through 1-on-1 meetings and performance planning and review sessions; provides periodic performance feedback and conducts annual performance reviews on all team members.
Develops leaders for succession.
Works in collaboration with direct reports to establish Individual Development Plans.
Works with internal HR, when needed, to develop and administer corrective action and performance improvement plans.
Functions as a consultant and business partner to other organizations within ADP.
Serves as an acting backup to other leaders; providing leadership, guidance, and direction to team members in the absence of the leader.
Understands all components of their clients' contracts, including pricing components, service level agreements, and the clients' service history.
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.
Ensures 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.
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.
Implements initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals.
Makes critical staffing decisions.
Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
Prepares and presents reports on team performance.