27 days old

Client Retention Executive

Louisville, KY 40202

ADP is hiring a Client Retention Executive. In this position you will take responsibility for ensuring Client Retention and Client Success including development, implementation and measurement of client retention programs and strategies. Overall responsibility for developing and maintaining effective client relationships and ensuring products and service offerings are in line with client expectations.


Their responsibilities include overseeing the resolution of client inquiries, handling client escalations, building and maintaining internal and external relationships, focusing on a thorough understanding of client's business in order to effectively influence strategic direction of current and future HCM needs by driving HCM knowledge and insightful expertise.
Develop and recommend strategies to ensure delivery of stellar service to build and improve client satisfaction and retention including contributing to achieving growth objectives through client loss-prevention programs.


Demonstrate product expertise, effective client support, and focus on client relationships. Acts as a client escalation point and responsible for building and maintaining relationships with decision makers of clients on the team's base with the goal of retaining the client's business and ensuring client satisfaction.


Critical areas of focus include managing contract negotiations, communications, processes, client retention activities, development and metrics. Executes on Client Success Management objectives regionally and/or across BU.
Operates independently to provide leadership to influence client and ADP strategic direction.

 

RESPONSIBILITIES:
Effective management of the client relationship for ADP's HCM client base. Drive team to deliver high touch client servicing and the ability to recognize what actions will demonstrate exemplary service to their client base.
* Ensure strong and effective relationship with General Managers and senior leaders within the organization.
* Provide updates/status of clients.
Develops and implements a consistent process for managing value delivery against the client's strategic HCM initiatives.
Strategically focused and responsible for all client's overall satisfaction, retention and reference-ability.
Business Leadership: Creates and articulates a vision and inspires others to action
Strategy and Planning: Answers the question "Where are we going?"
Determines where the client organization needs to go to succeed
Tests ideas pragmatically against current resources money, people, organizational capabilities
Collaborates with others to figure out how to get from the present to the desired future.

 

Results Accountability:
* Focus on ensuring we attain client objectives
* Holds self and others accountable for executing the strategy
* Encourages and innovative problem solving
* Organizes available resources and provides systems to support successful execution
* Models a disciplined approach to problem-solving and decision-making

 

Financial Management: Applies understanding of ADP financial levers to achieve business results
Understands ADP Business Model; able to drive revenue and profitability
Consciously leads activities with a view to creating shareholder value
Utilizes key metrics to analyze business situation

 

Market Leadership: Leverages changes in the external world as catalysts for growth
Client-Focus: Explicitly factors client perspective into decision-making
* Understands clients' business challenges and the markets they serve.
* Seeks client feedback to inform business decisions
* Recognizes how ADP products and services enable clients to grow their business.

 

Outside-In Perspective: Understands and acts on trends in the external environment
Knows the competition and the likely impact of their actions on ADP clients
Anticipates changes in the market and takes appropriate action to influence the marketplace

 

Bias for Growth: Takes bold actions to strengthen results.
Willing to take action that may be disruptive to achieve business goals and manage the consequences.
Identifies opportunities to enhance the organization to meet needs of the client, the business and shareholders. Challenges the status quo to improve performance.
Performs other related duties as assigned.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
  • Advanced Degree preferred
  • Accreditation from appropriate organizations (i.e., CPP, CEBS and PHR) is desired.
  • Typically, 10+ years experience with a combination of leadership, consultative, sales, implementation, operational and/or client management.
  • Experience should be in Payroll, Benefits, Human Resources, or Outsourced technology based administrative services.
  • Experience in a fast-paced service environment with progressive management experience in consulting or large corporate environment with 5 years supervising professional staff preferred.
  • Experience with multiple large complex clients.
  • Must possess strong financial and business acumen and savvy.
  • Understands and is able to explain client pricing and profitability.
  • Analytical - ability to analyze and bring resolution to system and processing issues affecting client service.
  • Uses professional expertise and thorough knowledge of clients needs to resolve complex issues in creative and effective ways.
  • Collaboration - ability to manage multiple ADP resources effectively through collaboration and influence.
  • Communication - demonstrated highly effective verbal and written communication skills; delivers highly professional presentations and communications throughout the client and ADP organizations; strong executive presence
  • Strategic focus.
  • Influence - demonstrated ability to engage and influence clients, resulting in consultative relationship
  • Demonstrated ability to engage and influence senior executive levels within client organization and third parties

Industry Knowledge

  • Thorough understanding of client's business strategies as well as ADP's value proposition, ROI, etc. within their environment.
  • Mature business savvy and understanding. Ability to adapt approach based on thorough understanding of the business, client, marketplace and ADP.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 ADPs culture and our full set of values.

Categories

Industry

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Posted: 2021-08-23 Expires: 2021-10-17
Sponsored by:
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Client Retention Executive

ADP
Louisville, KY 40202

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