ADP is hiring a Client Relationship Executive.

Do you have expertise in building relationships, negotiating contracts, and retaining clients? Are you ready to flex your leadership expertise and guide the activities of a client-facing Field Human Resources service team, ensuring service excellence for our clients? Are you highly skilled at ensuring a productive and enjoyable working environment for associates? Are you ready to manage a diverse client book of Southeast accounts?

 

Well, this may be the role for you.

 

As Client Relationship Executive (CRE) you will be responsible for both HR consulting and overall account management, driving client retention by relentlessly monitoring and managing clients' experience and success. With and through your team of HR professionals, you 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.

You will initiate interventions to address any challenges regarding client retention, including client satisfaction, client experience, and overall value recognition. As CRE, you will identify client risk and act 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.

Like what you see? Apply now!

Learn more about Client Services ADP at https://adp.careers/Client_Services_Videos

 

A little about ADP: We are a global leader in HR technology, offering the latest AI and machine learning-enhanced payroll, tax, HR, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. ADP has a deep commitment to diversity, equity, and inclusion as a global Best Places to Work, DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about ADP's commitment on our YouTube channel: http://adp.careers/DEI_Videos

 

 

What you’ll do:

Here’s what you can expect on a typical day:

Client Focus:

The CRE serves as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service. The CRE will reinforce the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client. The CRE will monitor client survey scores and maintain them at a level established by Senior Leaders. The CRE will 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. Possesses strong presentation skills, executive presence, business acumen, and an ability to articulate and manage to clients' desired outcomes. The CRE manages difficult situations effectively and with the highest standards of integrity. This includes proactively handling issues with transparency and accountability, setting reasonable expectations for the client, and de-escalating difficult situations.

People Leadership:

The CRE will provide 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. Manage relationships with key stakeholders. Establish clearly defined individual performance goals and objectives; communicate these to team members through 1-on-1 meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members. Develop leaders for succession. Work in collaboration with direct reports to establish Individual Development Plans. Work with internal HR, when needed, to develop and administer corrective action and performance improvement plans. Function as a consultant and business partner to other organizations within ADP. Serve as an acting backup to other leaders; providing leadership, guidance, and direction to team members in the absence of the leader.

Contract Management and Success Measurements:

The CRE understands all components of their clients' contracts, including pricing components, service level agreements, and the clients' service history. The CRE 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.

Operational Execution:

The CRE is responsible for ensuring 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. The CRE coordinates and collaborates, within a highly matrixed global organization, including Sales, operational, service, and product management partners, to drive issues to closure, oversee the 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. Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals. Make critical staffing decisions. Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units. Prepare and present reports on team performance.

Travel:  10-25% domestic travel.

Experience. You have 10+ years of experience in relevant skills gained and developed in the same or similar role. 

TO SUCCEED IN THIS ROLE:

Demonstrated success leading a team, including meeting team KPIs and managing escalation issues. 8+ years of managing a book of business and consulting with small- and mid-sized clients, focused on strategic account management. 5+ years of general management, sales or management consulting, or client success management experience. Demonstrated expertise in analytics and research, client relations, executive presentations, and cross-functional project management. Passion for working through client challenges and providing creative solutions. Executive presence, outstanding leadership skills, professionalism, and business planning capability. Experience with human capital management (HCM) solutions and technology. Very comfortable with technology and learning new software. Excellent oral and written communication skills. Highly proficient in the Microsoft Office Suite, including Excel and PPT. You will have a Bachelor’s degree or equivalent.

The following would allow extra comfortability in the role:

MBA or other advanced degree. A working understanding of a Professional Employer Organization (PEO). PHR, SPHR, SHRM CP, or SHRM SCP certification.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

Have courageous team collaboration. Courage comes from how associates are willing to have difficult conversations, speak up, be an owner, and challenge one another's ideas to net out the best solution. Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We're obsessed with the art of achieving simplicity with a focus on client happiness and productivity. Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes. Act like an owner & doer. Mission-driven and committed to leading change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands-on and willing to master our craft. Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP's Philanthropic Foundation. Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.

What are you waiting for? Apply today!

Find out why people come to ADP and why they stay: https://youtu.be/ODb8lxBrxrY

(ADA version: https://youtu.be/IQjUCA8SOoA )

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: 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, and more. The compensation for this role is $94,700.00 - $192,100.00 / Year

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.