Director, Relationship Management - Client Success

ADP

1d•Hybrid

About The Position

In this role, the Director, Relationship Manager/Client Success will be responsible for planning, monitoring and executing strategies to drive success for a team of Relationship Managers. Focused on retention, NPS and other important metrics, collaboration internally and externally is key to delivering for the business. In this position, you will act as a coach, invest in developing associates, become curious about ADPs business, and engage with clients. Daily, you will cultivate relationships with peers across ADP, drive employee engagement, and manage to a standard of excellence by understanding business metrics and the context around them. At times you will step in to support a client on critical needs, backing the team on behalf of ADP. Building relationships internally and externally is very important. You will also be involved in shaping the overall client retention for your market and the business. Those who are able to look objectively at a situation and see alternate perspectives you will thrive in this role. You will gain exposure to tremendous opportunities for learning across the broad scope of ADP offerings and businesses, and through the variety and complexity of the clients your team serves. The job is often fast paced, and needs someone who is able to balance multiple priorities and stay organized in a changing environment. This provides the chance to interact with many areas, and can lead to a varied career path.

Requirements

The candidate is required to be located in the New England area as they will be required to manage an external client territory/book of business (in the field). The ability to be located and travel to CT, ME, MA, NH, RI or VT is required (preferably in MA).
Required to manage an external client territory/book of business (in the field). The ability to travel to CT, ME, MA, NH, RI or VT area/surrounding areas is required.
Role is hybrid within the field/remote
Proven Leader: 5+ years experience leading people directly or indirectly with a history of improvement and productivity.
Client Focus: 8+ years of client facing roles, with leadership here preferred.
Travel can be up to 30% and is primarily local. You can manage your time well, prioritize deliverables, and multi-task with the best of them. In addition, you can present your ideas in a clear, professional manner on paper, in-person, and over the phone.
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

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
Strong client relationship building skills
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
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training

Responsibilities

Grow Our Business While Growing Yours. You will lead independently and collaboratively, working with various partners within your assigned geography to renew business, upsell business, and drive client loyalty.
Develop Associates: As leaders, we hold ourselves accountable to our associates. We look for ways to put them in position to use their strengths, and give them the tools to navigate the challenges they face.
Drive Continuous Improvement: The voice of the customer and the voice of the associate are the Northstar of all we do. We never change for the sake of change, but we always know there is room to get better and be more Awesome!
Collaborate You will serve as a trusted advisor, partner, and ambassador for your team, internal partners, and overall network while demonstrating grace under pressure and the highest ethical standards. But it's not all business; you will make life-long friendships here.

Benefits

Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Balance work and life. Resources and flexibility to more easily integrate your work and your life.
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

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