22 days old

Client Success Executive I - 179041

Alpharetta, GA 30009
  • Job Code
    179041

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.

ADP is hiring a Client Success Executive (CSE). The Client Success Executive, CSE (Client Relationship Manager) is responsible for driving client retention by relentlessly monitoring and managing a client's success. The CSE possessing a deep knowledge of the clients desired outcomes, develops and executes client success plans focused on achieving a client's desired outcomes at every stage in the client journey. The CSE partners with sales, implementation, service and ADP leadership to drive client success. The CSE manages at all levels of the ADP and Client Organization to drive accountability for delivering the end-to-end client experience in order to achieve a long term and valued added partnership. The CSE will initiate interventions to address any areas of concern in overall client health; including client satisfaction, client experience and product adoption across the client's ADP portfolio. The CSE identifies customer risk, and acts as an integrator with ADP and client resources to deliver on Client Success milestones and to ultimately drive long term retention and expansion of the client partnership with ADP.

RESPONSIBILITIES:

Client Focus:

  • This Client Success Executive role will be primarily responsible for building out and execute a tech-touch engagement model for our clients in that segment. In this contributing role on our Customer Success Management Team, you will be partnering with many clients, in fully-automated & semi-automated ways, to achieve their goals with ADP.
  • The CSE will marshal the power of the organization to deliver on the client's desired outcomes. This consists of establishing the client relationship and building their loyalty, consulting with the client to define appropriate desired outcomes based on the client's suite of products and stage in the adoption journey, ensuring the client's optimal use and solution adoption of products and services, advocating for our mutual best interests, and driving engagement through data insights and other unique ADP assets.

Relationship Management:

  • The CSE is the clients' ADP advocate focused on total client satisfaction, with responsibility to ensure a positive end to end ADP experience. The CSE partners with internal partners to ensure a unified experience and monitors and manages Client Health.
  • Design, implement, maintain, and utilize tech touch programs and processes to maintain and grow relationships with clients at scale.
  • Analyze Retention performance to define objectives, provide recommendations, and take actions that are focused on driving Tech Touch program improvements
  • Generate reports and dashboards to analyze Tech Touch campaign performance and optimize content communication strategy
  • Provide input for customer segmentation in support of Tech Touch strategy optimization
  • Collaborate with Communications and Marketing to create and deliver the right content to the right users at the right time. Assist other Customer Success Executives in the distribution of value-add or targeted communication Service as a SME on targeted communication strategies
  • Maximize renewals and help discover growth opportunities with existing customers and work with teammates in Sales
  • The CSE drives total client satisfaction by delivering a seamless and unified experience in partnership with internal Associates.
  • Effectively manage across business units within ADP to understand the hidden elements within the organization that impact the client and the business.
  • Ability to identify who the critical decision makers are within the disciplines we generally support (HR, IT, Operations and Finance).
  • Sharing HCM industry updates and information relevant to a particular client's needs in a manner that which support and help their business.
  • Establish and manage an expectation of reference-ability and client engagement opportunities relevant and beneficial to both the client and to ADP including driving participation in key events (MOTM, CAB, Online Forums, Ambassador Program, etc.).
  • The CSE is able to manage 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.

Contract Management and Success Measurements:

  • The CSE understands all components of their clients' contracts, including pricing components, service level agreements and the clients' service history so as to manage and drive the contract renewal process and positively impact retention.
  • Execution of contract renewal - Internal coordination with all ADP partners to deliver a smooth renewal process for the client. Partnership with Sales on revenue expansion opportunities with the CSE's book of business and leveraging all available resources necessary to defeat a competitive threat.
  • Effectively present a cohesive business renewal plan of action to ADP leadership.

 

Operational Execution:

  • This role plays a critical operational role in building out specific processes, including terminations process and other playbooks that will other CSEs can utilize to be more efficient in their role. This role will not only design but also support critical processes until they gain scale across client success.
  • The CSE 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

 

Minimum Qualifications:

  • Bachelor's degree (preferably in Business, Human Resources, Marketing, Psychology, Applied Math, Liberal Arts, Economics)
  • 3-5 years' experience of:
    • experience managing and consulting with strategic client accounts and enterprise account management (client management)
    • general management, sales or management consulting experience
  • Comfort with technology and using technology to deliver client communication
  • Experience and passion for improving processes to positively impact client and associate experience.
  • Ability to visualize programs and processes from inception to roll-out at scale
  • Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management.
  • Experience with Client Lifecycle Management from development to implementation and ongoing Advanced knowledge of Microsoft Office
  • Ability to travel up to 15%

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • S-PHR, CPP, HCS , FPC, SHRM-CP/SCP certifications preferred
  • Experience using Gainsight or other customer success tool
  • Experience with ADP Products, HCM Solutions, and Standout Technology
  • Experience managing and consulting with strategic client accounts and enterprise account management

 

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-07-26 Expires: 2019-08-25

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Client Success Executive I - 179041

ADP
Alpharetta, GA 30009

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