Description
Position Title: Senior Customer Success Manager
Role Overview: The Client Success team within the ADP ESI Global Payroll organization is the client voice
and leader of the client relationship to ensure client value realization of our solutions to
achieve meaningful outcomes for our global clients. This division is paramount to the success
of the Multi-Country Payroll business, impacting client growth, engagement, and retention
by driving successful and measurable client outcomes through the adoption, utilization, and
optimization of ADP solutions.
The Senior Client Success Manager (Sr. CSM) serves as an advocate of ADP’s Global Payroll
Solution and Service capabilities, while driving ADP’s message as a world leader in the Global
Payroll industry into the client base. Within either the Enterprise or Mid-market Client
Success market segments, this role is 100% dedicated to our ADP Global Payroll Clients,
which can include all the following services: GlobalView, Streamline, Celergo,
EeTime/WFMgr services (and BoB as needed). This could evolve based on ADP Global Payroll
strategies.
Key areas of focus include (but are not limited to):
- Ongoing management of strong, productive relationships with key & designated
client contacts
- Alignment with Client Success Leaders
- Collaborative efforts with other ADP Client Success colleagues, ADP Sales, Service
and Implementation teams and any other functional team as required to retain
assigned clients, deliver best in class services to our client and influence additional
business.
- Adherence to defined & agreed processes and achieve targets established annually.
The position demands a strong combination of account management / relationship building
skills together with use of tools & process to address this market segment specificities.
Success in this role can be defined by year over year increases in metrics related to: customer
satisfaction indexes, client retention rates, contract renewals, referencability, client
footprint and revenue growth.
Key Responsibilities:
Client Focus
• Effective management of a client’s portfolio of Global Payroll client accounts
belonging to the either the Enterprise or Mid-market Client Success Market
Segments to ensure client satisfaction, retention & growth.
• Cultivation of a trusted-advisor and develop a strong relationship with clients to
influence their propensity to partner with ADP.
• Consultative client approach, with an ability to recognize what actions will
demonstrate exemplary partnership to the client base, by incorporating a deep
understanding of the client needs with appropriate ADP Global Payroll solutions and
expertise.
• Address & resolve escalated client issues or concerns.
• Oversee and support effective and mutually beneficial contract (re)negotiations and
understands financial impact.
• Ensure appropriate utilization and consistent execution of tools, communications,
processes, client satisfaction and retention activities, and metrics.
• Manage multi country/multi region/multi product portfolios of clients (manage
across multiple time zones)
• Responsible for the overall health of the client influencer relationship and position
of ADP as the provider of choice for our clients.
Client Communication
• Demonstrate strong “listening”, presentation, meeting management and relationship
management/servicing skills.
• Compile and deliver monthly, quarterly, or as agreed Service Reviews (which include
KPI analysis) for all services in scope for that client. (These reviews can be done via
video conference or may require face to face meetings).
• Educate client on new products and enhancements, encouraging client adoption of
these products.
• Confident with ability to challenge the current state and make a compelling case for
change (internal & external)
• Lead and drive continuous improvement and operate with flexibility.
• Significant understanding of Global Payroll concepts with the ability to represent a
broad range of ADP disciplines and solution platforms.
• Comprehensive industry and competitive knowledge with an external network of
expertise.
• Exceptional verbal and written communication skills – to be applied equally with
external audiences and internal constituencies.
• Facilitate and encourage client participation in ADP events as appropriate ie,
ReThink, Pilots & Beta Product opportunities, testimonials, …
Opportunity Focus
• Success in the role is defined by year over year increases in metrics related to
customer satisfaction indexes and client retention rates, targeted revenue growth
and share of wallet per client, within assigned client base.
• Facilitate client reference opportunities.
• Lead and support all activities related to retention efforts, contract renewals and
new opportunities.
• Adhere to all administrative aspects of monitoring retention, client satisfaction and
revenue growth.
• Develop and implement strategies to improve client retention and satisfaction.
• Analyze client feedback and performance metrics to identify improvement areas.
Internal Communication
• Key liaison with all ADP entities to proactively communicate and monitor
implementation, service, and product issues for the client.
• Builds "one client team".
• Ensures appropriate proactive internal communication and escalation of issues that
impact the overall client relationship and retention.
• Own and manage escalations, action logs/plans, and remediation efforts across
internal teams.
• Support all activities related to internal processes (ie; CAR-LOB, NPS, …).
Experience:
• 5+ years of related implementation, project management, account management or
operational experience with benefits, HR, payroll, HRIS and/or system implementation.
• Extensive experience building relationships with clients is essential.
• Advanced MS Suite software capabilities.
• Limited travel required.
• Fluent in Japanese & English
Education and Certification Requirements:
• Degree or Equivalent Or, its equivalent in Business Administration, Human
Resources, Finance or another related field.
• Accreditation from appropriate organization (CPP, CEBS, PHR) is an asset.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.
