Client Relations Executive - Key Accounts

ADP is hiring a Client Relations Executive for Key Accounts.

• Are you ready to flex your leadership expertise and guide the overall activities of a client-facing Human Resources service team working in the Field, ensuring service excellence for our clients?
• Can you handle the responsibility of ensuring an overall productive and enjoyable working environment for our associates?
• Do you enjoy working through client challenges and providing creative solutions?
• Do you have a knack for building relationships, working through contract negotiations, and retaining clients?
  
  

Well, this may be the role for you. Ready to make your mark?

In this role, the Client Relations Executive (CRE) is responsible for both HR consulting and overall Account Management, driving client retention by relentlessly monitoring and managing clients' experience and success. With and through their team of HR professionals, the CRE partners with all levels of ADP service partners and Client leadership to drive a favorable end-to-end client experience- one which results in a long-term and valued partnership. The CRE will initiate interventions to address any areas of client retention, including: client satisfaction; client experience; and, overall value recognition. The CRE identifies client risk and acts 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.

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP, watch here:

https://adp.careers/Client_Services_Videos

 

WHAT YOU'LL DO: Responsibilities

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, providing support when possible to the sales process.
• 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 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.

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 ot