Client Success Manager

Position Title:  Client Success Manager

 

Reporting Line: Head of Client Success – Asia Pacific

 

Position Purpose: The Client Success Manager serves as the primary point of contact for assigned clients across management and executive stakeholders, building trusted relationships and acting as a strategic advocate within ADP. The role is responsible for ensuring products and services are delivered in line with client expectations and ADP’s service and quality standards, while strengthening long- term partnership value through professionalism, client focus, and a strong understanding of HCM processes.

 

Key Responsibilities :

 

• Manage a portfolio of client accounts across a broad range of products, services,
and business lines, building a deep understanding of each client’s business to influence current priorities and future strategic needs
• Develop strong knowledge of the client portfolio and internal landscape to align
resources, key contacts, and opportunities in support of service delivery
agreements and ADP’s broader presence
• Ensure clients are kept informed of ADP’s strategy, product roadmap, and service
evolution to meet expectations and strengthen advocacy
• Serve as the primary point of contact for issue resolution and tracking, assessing
business impact, determining the appropriate course of action, and managing
action plans in line with agreed commitments
• Lead proactive partnership and advisory discussions based on key client business
issues and analysis of client data
• Conduct regular Service Reviews by analyzing operational performance against
SLAs, identifying gaps with internal teams, and coordinating improvement
actions with both ADP and client stakeholders to drive service quality, client
satisfaction, retention, and reference ability
• Act as the voice of ADP to the client and as the client advocate within ADP
• Collaborate closely with internal stakeholders to manage and resolve significant
client escalations in a timely and effective manner 

• Apply effective client success strategies to deliver consistent service excellence
• Manage contracts, renewals, additional business opportunities, commercial
gestures, and claims as required by product and client context
• Contribute to the achievement of team client retention targets
• Maintain a strong understanding of each client’s business to respond to evolving
needs and identify growth opportunities
• Protect recurring revenue by applying sound contract knowledge to support
profitability, service quality, and long-term partnership value

• Identify opportunities across Sales, Managed Services, Implementation, Legal,
and other internal teams to deliver stronger client solutions while proactively
promoting ADP’s products and services
• Establish and maintain strong working relationships across the broader ADP
organization to support client needs effectively
• Build and maintain a client portfolio that includes a diverse range of referable
clients
• Ensure client reference ability is accurately maintained and kept up to date in CRM
systems
• Participate in internal initiatives, championships, and stretch assignments as
required
• Strengthen HCM knowledge through ongoing internal and external learning
opportunities
• Ticket reviewing with clients and support to provide closure within the defined
SLA.
• Partner with internal stakeholders to resolve client issues and provide timely closure updates to sustain high levels of service satisfaction
• Perform other duties as required from time to time in support of business and
client needs

 

Experience:

 

• Minimum 5 years of experience in client success, relationship management, or a
related operational role
• Demonstrated track record of building strong client relationships and driving
retention across medium to large organizations
• Exceptional communication, interpersonal, and presentation skills
• Strong time management and organizational skills
• Strong negotiation and influencing skills
• Proven ability to think creatively and identify practical opportunities to
strengthen client relationships and improve profitability
• Strong analytical, problem-solving, reporting, and metric-driven decision-making
capability
• Knowledge of Payroll, Time and Attendance, and HCM industry practices preferred

 

Certifications /Qualifications:

 

• Relevant tertiary qualification in a business/Technology/Marketing/Human
Resources/Finance

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