Executive Relationship Manager

ADP is hiring an Executive Relationship Manager. In this position you will be responsible for the effective management of HRO clients. Develops and enhances strategic business partnerships by fully engaging and building trust with our clients' key decision makers to drive client retention/improve loss prevention. Possesses a complete understanding of our clients' financial position and objectives, business objectives, strategic objectives and requirements to proactively demonstrate and deliver increased value through life cycle of the client. Identifies new service and/or product opportunities that support our clients from the recruiting stage to the retirement stage; coordinates as necessary with Sales. Acts as liaison between the client and ADP, serving as an empowered internal client advocate. Responsible for maintaining client satisfaction and client retention; oversees the entire client experience. Includes approximately 25-30% travel based on client needs. 

 

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

 

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.

 

RESPONSIBILITIES:

 Relationship Management

• Build trust with clients' key decision makers to drive client retention and improve loss prevention.
• Develop a value-based relationship with each client, resulting in maximum utilization of Comprehensive Services technology and service offerings.
• Assume account responsibility at time of client sale.
• Set and manage client expectations and be the point person for client contract questions and billing, being empowered to act or escalating them as appropriate.
• Act as an empowered internal client advocate, and partner with implementation, service and other support teams to deliver Stellar Service.
• Oversee resolution of critical service issues and follow-up from quality survey feedback.
• Proactively ensures client satisfaction through regular conference calls and periodic client visits.
• On an annual basis, recap all activities completed on clients' behalf and discuss goals and objectives for upcoming year.
• Applies HCM industry and practitioner knowledge to understand and support our assigned client's business objectives as defined by the Relationship Management business strategy. Increased complexity of multinational clients will require knowledge of all ADP global products.
• Practitioner knowledge in a leading capacity for business intelligence is preferred to increase value of relationship.
• Onsite quarterly visits are conducted with Executive Contact to recap accomplishments in support of client initiatives and to discuss future goals and objectives.
• Product knowledge includes ADP global products.

 Product Knowledge and Utilization

• Maintain a working knowledge and understanding of the ADP Comprehensive Services product and service suite and, where applicable and relevant, effectively demonstrate the value of each to the client, using additional resources where available and appropriate.
• Coordinate communication among the various service partners, business partners, and third parties.
• Work with clients to plan and deliver an effective portal rollout, resulting in client and employee utilization and satisfaction.
• Use ongoing status calls to identify areas where core services can be more effectively utilized and where additional services and support can be of value.
• Product knowledge includes domestic and global product platforms.
• Manages the relationship along with counterparts in other divisions to ensure seamless ADP / client engagement.

 Collaboration/Partnerships

• Through empowerment and leadership, and with a focus on client advocacy, build relationships and coordinate with internal ADP teams and third parties, enabling seamless delivery of ADP Services and demonstrating One ADP and St