Senior Client Success Manager

 

 Job Title:

Senior Client Success Manager (Sr. CSM)

Romanian COR

Analist Sisteme Salarizare - 242310

Career Level:

Post-graduate with 2+ years working experience

Location:

Bucharest, Romania

Reports to:

Senior Manager Mid-Market Client Success

 

 

 

The Client Success team within the ESI Global Payroll organization is the client voice and leader of the client relationship to ensure client value realization of our solutions to achieve meaningful outcomes for our global clients. This division is paramount to the success of the Multi-Country Payroll business, impacting client growth, engagement, and retention by driving successful and measurable client outcomes through the adoption, utilization, and optimization of ADP solutions.

 

The Senior Client Success Manager (Sr. CSM) serves as an advocate of ADP’s Global Payroll Solution and Service capabilities, while driving ADP’s message as a world leader in the Global Payroll industry into the client base. Within either the Enterprise or Mid-market Client Success market segments, this role is 100% dedicated to our ADP Global Payroll Clients, which can include all the following services: GlobalView, Streamline, Celergo, EeTime/WFMgr services (and BoB as needed). This could evolve based on ADP Global Payroll strategies.

 

Key areas of focus include (but are not limited to):

• Ongoing management of strong, productive relationships with key & designated client contacts
• Alignment with Client Success Leaders
• Collaborative efforts with other ADP Client Success colleagues, ADP Sales, Service and Implementation teams and any other functional team as required to retain assigned clients, deliver best in class services to our client and influence additional business.
• Adherence to defined & agreed processes and achieve targets established annually.

 

The position demands a strong combination of account management / relationship building skills together with use of tools & processes to address this market segment specificities. Success in this role can be defined by year-over-year increases in metrics related to customer satisfaction indexes, client retention rates, contract renewals, referenceability, client footprint and revenue growth.

 

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, 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. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years.

 

Job Responsibilities:

 

Client Focus

• Effective management of a client’s portfolio of Global Payroll client accounts belonging to the either the Enterprise or Mid-market Client Success Market Segments to ensure client satisfaction, retention & growth.
• Cultivation of a trusted-advisor and develop a strong relationship with clients to influence their propensity to partner with ADP.
• Consultative client approach, with an ability to recognize what actions will demonstrate exemplary partnership to the client base, by incorporating a deep understanding of the client needs with appropriate ADP Global Payroll solutions and expertise.
• Address & resolve escalated client issues or concerns.
• Oversee and support effective and mutually beneficial contract (re)negotiations and understand financial impact.
• Ensure appropriate utilization and consistent execution of tools, communications, processes, client satisfaction and retention activities, and metrics.
• Manage mu