Client Relationship Executive

Please note: This position may be remote but will need to be based in Virginia or the Washington DC metro area. 

 

ADP is hiring a Client Relationship Executive.

• Do you have expertise in leading a team, 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 accounts?

Well, this may be the role for you.

As Client Relationship Executive (CRE) you will be responsible for leading a team that manages 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 retention activity, enlisting the many ADP resources available to address and remedy client concerns, thereby sustaining a long-term partnership with ADP.

 

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

Client Focus:

• Serves as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
• 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.
• Monitor client survey scores and maintain them at a level established by Senior Leaders.
• 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 clients' desired outcomes.
• Manage 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:

• Understands all components of their clients' contracts, including pricing components, service level agreements, and the clients' service history.
• Report 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 pe