Strategic Account Manager

Req Number: 6006138712172018
Category: Client Service
Posted Date: January 8, 2019

Two associates collaborating together at work.

Work Location(s): Chertsey, England, GB

JOB TITLE: Account Manager (Strategic Accounts) 

DEPARTMENT: Account Management

LOCATION: Chertsey/Cheadle

REPORTS TO: Account Director


To act as the Account Manager for a small portfolio of high value clients, with the aim of improving the client experience, strengthening client relationships and increasing client retention


  • To deliver improved client experience and client retention
  • To deliver stronger relationships between ADP and the clients across the team’s portfolio
  • To identify and close additional revenue opportunities for ADP
  • To create strong, multi-level business to business engagements between ADP and it’s clients
  • To drive increased engagement with decision makers within the client business
  • To create strong c-level relationships and provide thought leadership to the client


  • Develop and execute Account Plans in conjunction with Sales, Service and any other ADP associates required

To include

  • Engagement plans
  • Action plans
  • Client Development plans
  • Responsible for delivering the customer experience to a defined portfolio of clients
  • Help develop and communicate a robust communication process across the defined portfolio of clients
  • Find and close new revenue opportunities within the portfolio of clients, through understanding of the ADP value proposition and sales indicators
  • Manage the customer contract e.g. SLA, KPI’s, volumes and price reviews
  • Drive engagement of senior ADP associates with client portfolio
  • Drive open and honest communication within ADP
  • Develop an effective working relationship with the relevant Heads of Service, Service Team Managers, Payroll Specialists and Client Support Specialists
  • Ensure that all aged debtor issues are brought to a conclusion
  • Monitor and review customer metrics in order to adapt Account Plans
  • Develop and maintain awareness of ADP policies and procedures
  • Personally manage relationships with nominated clients
  • Leadership of projects as required by the business
  • Develop and own the PDP for self
  • Recognition of product or service improvements as required by clients and the feedback of those to the product development team
  • Perform other duties as required and as the Business dictates


  • Reports to the Account Management Team Manager with no supervisory responsibilities.
  • Will be expected to be self motivated and to work under own initiative for day to day tasks in line with overall management guidance.


Skills required:

  • Excellent analytical and presentation skills are required, with the confidence to deliver at CxO level
  • Ability to act as a promoter for ADP
  • Relationship building, internal to ADP and with Clients
  • Influencing and negotiation at all levels to CxO
  • First class oral and written communication skills
  • Ability to sell consultatively
  • Ability to lead a virtual team
  • Teamwork and co-operation
  • Financial and commercial acumen
  • Excellent time management
  • Flexibility
  • Lateral thinking, innovation and problem solving
  • Will to win and tenacity
  • Proficient with Microsoft Office
  • Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors

Knowledge required:

  • Knowledge of HR & Payroll drivers and processes is an advantage
  • Prior knowledge of Key Account Management is an advantage
  • Knowledge of Net Promoter System is an advantage
  • Good understanding of payroll legislation and working practices within a bureau environment is desirable.


  • Applicants will have experience, in both Service Delivery and Account Management gained within a technology service company (Payroll, HRIS, SaaS, IT, Telecoms)
  • Experience of engaging at CxO level
  • Communication management across a small portfolio of high value clients


  • The role will require regular travel within the UK and on occasion may require travel within Europe, therefore flexibility and the ability to stay overnight is required
  • Car owner with full driving licence

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.



It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.

NinaClient Support Consultant