Executive Relationship Manager

ADP•,

About The Position

ADP is hiring an Executive Relationship Manager. In this position you will be responsible for the effective management of HRO clients. Develops and enhances strategic business partnerships by fully engaging and building trust with our clients' key decision makers to drive client retention/improve loss prevention. Possesses a complete understanding of our clients' financial position and objectives, business objectives, strategic objectives and requirements to proactively demonstrate and deliver increased value through life cycle of the client. Identifies new service and/or product opportunities that support our clients from the recruiting stage to the retirement stage; coordinates as necessary with Sales. Acts as liaison between the client and ADP, serving as an empowered internal client advocate. Responsible for maintaining client satisfaction and client retention; oversees the entire client experience. Includes approximately 25-30% travel based on client needs. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.

Requirements

A combination of at least 5-7 years with demonstrated proficiency in managing large, complex national or multi-national client account relationships with multi--process HCM technology and outsourcing services in a large company
Experience with Executive Leaders and C-Suite highly necessary
Accepts responsibility and operates with commitment, effectiveness and determination along with demonstrating ownership and accountability of goals/assignments and takes prompt action.
Seeks to understand and meet customers' needs along with building rapport and cooperative relationships with customers and responds quickly to meet customer needs. Takes personal responsibility for resolving customer problems and demonstrates commitment to exceeding customer expectations along with delivering on commitments to customers. You will keep customers' needs at forefront of decision making and actions
Demonstrates and fosters honesty and integrity. Actively includes ethical considerations in daily business activities and Investigates, documents and addresses allegedly unethical behavior. Reinforces the role of ethics in everyday business activities and encourages attention to ethical issues in all business activities and is viewed by others as a role model for ethical business behavior and personal integrity
Ability to travel 30% of the time to see Global Enterprise Solution (GES) clients in the West Region
Expert knowledge of ADP's infrastructure and ADP's traditional and new product/services in business processing, outsourcing, and global support required.

Nice To Haves

Prior practitioner experience with Benefits, HR, and / or Payroll in a corporate management or leadership position is a plus.
Experience with global companies preferred. Extensive experience building relationships and understanding a client's needs is essential.
Approaches change or newness positively-Demonstrates flexibility in the face of change by quickly adjusting behavior-Remains open to new ideas and new approaches-Seeks information to understand change and rationale for change-Supports change decisions and efforts
Works with others to set performance goals-Identifies and prioritizes required key actions and behaviors-Clarifies roles and responsibilities-Communicates expectations-Aligns goals with vision. Encourages and supports accountability and engagement
Listens to and involves others, develops relationships for goal achievement and values. Uses differences and seeks other's ideas. Shares information, ownership, and successes with others. Demonstrates commitment to team-along with anticipating impact on others. Also, works toward win-win solutions with peers and customers.
Seeks change opportunities that can lead to substantial benefit and challenges paradigms, applies new solutions to problems and, acts as catalyst for change and continuous improvement. Seeks and utilizes different perspectives and ideas and encourages and supports imaginative and creative solutions

Responsibilities

Build trust with clients' key decision makers to drive client retention and improve loss prevention.
Develop a value-based relationship with each client, resulting in maximum utilization of Comprehensive Services technology and service offerings.
Assume account responsibility at time of client sale.
Set and manage client expectations and be the point person for client contract questions and billing, being empowered to act or escalating them as appropriate.
Act as an empowered internal client advocate, and partner with implementation, service and other support teams to deliver Stellar Service.
Oversee resolution of critical service issues and follow-up from quality survey feedback.
Proactively ensures client satisfaction through regular conference calls and periodic client visits.
On an annual basis, recap all activities completed on clients' behalf and discuss goals and objectives for upcoming year.
Applies HCM industry and practitioner knowledge to understand and support our assigned client's business objectives as defined by the Relationship Management business strategy. Increased complexity of multinational clients will require knowledge of all ADP global products.
Practitioner knowledge in a leading capacity for business intelligence is preferred to increase value of relationship.
Onsite quarterly visits are conducted with Executive Contact to recap accomplishments in support of client initiatives and to discuss future goals and objectives.
Product knowledge includes ADP global products.
Maintain a working knowledge and understanding of the ADP Comprehensive Services product and service suite and, where applicable and relevant, effectively demonstrate the value of each to the client, using additional resources where available and appropriate.
Coordinate communication among the various service partners, business partners, and third parties.
Work with clients to plan and deliver an effective portal rollout, resulting in client and employee utilization and satisfaction.
Use ongoing status calls to identify areas where core services can be more effectively utilized and where additional services and support can be of value.
Product knowledge includes domestic and global product platforms.
Manages the relationship along with counterparts in other divisions to ensure seamless ADP / client engagement.
Through empowerment and leadership, and with a focus on client advocacy, build relationships and coordinate with internal ADP teams and third parties, enabling seamless delivery of ADP Services and demonstrating One ADP and Stellar Service.
Work with sales teams partner with them on qualified prospect calls and support reference process.
Partner with RMD to address client issues and assist in driving resolutions.
Identify, develop, coordinate and project manage delivery of additional service opportunities.
Communicate and promote key ADP initiatives to the client (e.g., user group meetings, product enhancements, etc.).
Serve as an escalation point for all functional areas and coordinate responses and delivery of solutions.
Partners with Project Managers and internal global partners and participates in internal governance calls with Senior Leadership to communicate progress and awareness of project status and risk mitigation steps.
Mentor and coach RM colleagues, and service team associates as appropriate, on product knowledge, process and procedure, relationship skills and development activities.
Participate in and/or lead functional Project Groups through a Team initiative, as assigned.
Be open to being mentored and coached.
Serves as knowledge source for Relationship Managers outside the team to supplement knowledge of global practices and issues.
Understand and stay up-to-date on clients' HR strategy and tactical needs.
Work with clients as a partner, keeping clients short and long-term HR goals in mind.
Participate in client HR planning meetings/decision-making, and help client establish and update HR plans and develop plans to meet set goals.
Partner with the Service Team to ensure quality, timeliness, and effectiveness of all work delivered.
Translate the Service Team best practice information into strategic plans that align with each client's goals, objectives, culture, mission, vision and values.
Partners with clients to proactively lead transformation and recommendations for process improvements through use of ADP's Standard Operating Procedures to ensure client adheres to defined best practices for Comprehensive Services.
Initiates ADP Change Control process when client's requirements are beyond scope of services defined in the Agreement.
Applies knowledge of global HR practices to client planning sessions.
Share best practices in managing a global workforce and creating policies that are consistent with domestic and global strategy.
Acts as service champion for US-based and liaison for global-based services.
Performs other related duties as assigned.