ADP-posted 2 months ago
$98,000 - $198,800/Yr
Full-time • Mid Level
Remote • Va Home Office, VA
5,001-10,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

ADP is hiring a Client Relationship Executive (CRE) who will be responsible for leading a team that manages both HR consulting and overall account management, driving client retention by relentlessly monitoring and managing clients' experience and success. The CRE will partner with all levels of ADP service partners and client leadership to drive a favorable end-to-end client experience, resulting in a long-term and valued partnership. The role involves initiating interventions to address challenges regarding client retention, including client satisfaction, client experience, and overall value recognition. The CRE will identify client risk and act as the primary agent for driving retention activity, enlisting the many ADP resources available to address and remedy client concerns, thereby sustaining a long-term partnership with ADP.

  • Serve as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
  • Reinforce the value of services in direct discussions with clients, addressing pricing and invoicing philosophy to retain clients.
  • Monitor client survey scores and maintain them at a level established by Senior Leaders.
  • Maintain a relationship with local sales leaders, supporting the sales process when possible.
  • Manage escalated issues and provide direction internally, as well as updates to the client.
  • Possess strong presentation skills, executive presence, business acumen, and ability to articulate and manage clients' desired outcomes.
  • Manage difficult situations effectively and with the highest standards of integrity.
  • Provide overall direction and leadership to Field HR Business Partners, managing team activities in multiple locations.
  • Establish individual performance goals and objectives; communicate these to team members through 1-on-1 meetings and performance planning.
  • Develop leaders for succession and work in collaboration with direct reports to establish Individual Development Plans.
  • Function as a consultant and business partner to other organizations within ADP.
  • Understand all components of clients' contracts, including pricing components and service level agreements.
  • Report on progress against Key Performance Indicators and Business Goals.
  • Ensure team Key Performance Indicators are met, driving overall goal attainment focused on client retention.
  • Coordinate and collaborate within a highly matrixed global organization to drive issues to closure.
  • Implement initiatives and processes to ensure all work is completed according to scheduled deadlines.
  • Demonstrated success leading a team, including meeting team KPIs and managing escalation issues.
  • 8+ years of experience in relevant skills gained and developed in the same or similar role, managing a book of business and consulting with small- and mid-sized clients.
  • 5+ years of general management, management consulting, or client success management experience.
  • A college degree is preferred but not required; relevant experience or military experience is acceptable.
  • Demonstrated expertise in analytics and research, client relations, executive presentations, and cross-functional project management.
  • MBA or other advanced degree.
  • A working understanding of a Professional Employer Organization (PEO).
  • PHR, SPHR, SHRM CP, or SHRM SCP certification.
  • Passion for working through client challenges and providing creative solutions.
  • Experience with human capital management (HCM) solutions and technology.
  • Highly proficient in the Microsoft Office Suite, including Excel and PPT.
  • Medical, Dental, Vision, Life Insurance
  • Matched Retirement Savings
  • Wellness Program
  • Short-and Long-Term Disability
  • Charitable Contribution Match
  • Holidays, Personal Days & Vacation
  • Paid Volunteer Time Off
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