Client Success Manager
ADP
Chennai, Tamil Nadu, India
JOB DESCRIPTION RESPONSIBILITIES: Participate in the client service transition meetings with implementation and operational teams to clarify internal team and client organization Roles and Responsibilities (R&R), outstanding implementation issues to ensure successful transition to the ADP MNC service model. Analyze and work with responsible teams to bring resolution to complex system and processing issues ensuring regional or global consistency across client country base. Work with SME’s to understand the architecture/structure of the system as well as deeper knowledge of the products and services across ADP (outside of GES), and the impact changes will have on the client processes or system. Act as back up and support for APAC SRM leadership during leave periods and represent the Management team as needed in Regional/Global meetings and key initiatives. Educate and work with Country teams across the region on roll out of client specific global processes to ensure consistency across countries/products. Prepare for and lead client workshops coordinating relevant teams’ participation and resulting action plans Support contractual renegotiation working closely with the Strategic Client Partners – SCPs and operational teams, manage renewals, LOA — Letter of Amendments for adding countries, exit fees, commercial gestures and claims. Provide sales support for existing contract clarifications as well as new scope requirements during the Sales process including supporting with attending Sales presentations on the MCP service offering, governance and support model Develop a thorough knowledge of the client portfolio and internal culture to align the resources, contacts, and opportunities to deliver on the service delivery agreements, and ADP’s presence. Ensure client is informed on ADP strategy, products, and services evolution with intent to deliver on client expectations and create “Promoters” Lead proactive partnering and consulting based on client key business issues and analysis of client data. Conduct regular Service Reviews to provide value to clients and ADP by analyzing operational trends against SLA’s and working with operational teams to identify gaps and coordinate with ADP and clients to drive consistent quality of service delivery and consistent service improvement to secure high client satisfaction (NPS), high retention rate and reference ability. Be the voice of ADP to the client and the client advocate into ADP Achieve team client retention targets Protect recurrent revenue by understanding client contracts to ensure profitability and quality Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients, whilst proactively promoting ADP’s products and services Proactively ensure that client portfolio contains a diverse range of referable clients Ensure that Client reference ability is maintained and up to date in CRM system SKILLS REQUIRED Education: Degree in Management or Business Administration. Experience: End to end Relationship Management In-depth Product Knowledge Superior Stakeholder Management Service Excellence Consulting Proactive Exceptional communication skills Ability to work under pressure. Drive Results New Hire Mentoring Projects ELIGIBILITY CRITERIA: Associates should have minimum 7 years of experience in ADP. Minimum 11 years of related client success, relationship management or operational experience including implementation, project management, experience with benefits, HR, payroll, HRIS and/or system implementation. Demonstrated track record of successful relationships and strong client relationship building and retention across medium to large organizations Exceptional communication, interpersonal and presentation skills Time management and organizational skills Negotiation and influencing skills Proven ability to understand the architecture/structure of the systems and solutions and how these supports the clients business needs. Effective project management ability including the creation and utilization of project plans and gathering all relevant business documentation Experience in Managing complex clients Established skill and experience with multi country clients Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
