Sr. Client Experience Analyst

Req Number: 187596
Category: Client Service
Posted Date: February 7, 2020

Work Location(s): Ft Collins, CO, US

Position Summary:
Maximizes client retention by coordinating all ADP Screening and Selection Services (SASS) client retention activities, including: managing client loss prevention and outreach programs; acting as the liaison between SASS clients and the SASS Service Groups and Leadership to resolve any issues that may affect the client’s decision to continue their relationship with ADP; providing consultation, training and guidance to Service and Sales associates regarding all matters related to the SASS value proposition and client retention; partnering with SASS Management and Training to develop short and long-term retention strategies and assume responsibility for the implementation of these strategies; performing project management duties related to the development, implementation, and maintenance of retention programs; creating, leading, and delivering client-facing communications focused on strengthening client relationships and strongly positioning SASS to clients; managing, collecting, and accurately reporting client retention data, including loss and financial impact; monitoring and analysis of client retention metrics. This individual possesses deep analytical skills, technical expertise, cross functional knowledge, solution orientation, strategic thinking, and the ability to establish rapport with clients and with all levels of the organization. The Client Retention Specialist is instrumental in working with the business to effectively minimize losses and attain client retention goals.

Performs project management duties related to the development and implementation of client retention programs. Develops project plans and works with applicable functional areas to bring projects to completion on time. Manages client outreach programs, including a case load of proactive client outreach campaigns for both at risk clients based on early warning indicators and for clients newly transitioned to Service, in both cases identifying critical client concerns and acting as a liaison between the client and applicable functional areas to achieve resolution and drive client satisfaction. Maintains appropriate record of client calls, including tracking issues in detail to contribute to data analysis and client satisfaction trends. Diffuses upset clients as necessary; triage to accurately identify issue and appropriate resource to resolve. Monitors progress to resolution and communicates with appropriate stakeholders. Performs account management duties for higher revenue Majors clients. Travel may be required to support client visits and strengthen client relationships.

Collaborates with Retention Manager to conduct monitoring and analysis of client retention data/metrics. Is responsible for managing and accurately reporting to Retention Manager and SASS Leadership all SASS client retention activities, retention data and trends, including loss reporting, client-at-risk reporting, relationship and transactional survey tracking and trending, and measurements against established goals. Works with Service to assure that clients are properly terminated according to save/loss procedure standards, as well as terminated with the proper loss code to ensure accurate reporting. Prepares statistical reports which incorporate information regarding quality survey scores, retention and revenue base. Analyzes call trends in collaboration with Service to identify training and/or strategic retention opportunities and communicates opportunities to management.
Conducts internal training and focus groups in collaboration with Service to identify and address internal knowledge gaps and ensure quality Service delivery. Conducts client training, client focus groups, develops and delivers client webinars for SASS products/topics, assists with client messaging and alerts, and creates client-facing newsletters in collaboration with Product and Marketing. Provides continuous inter and intra departmental communications to drive the culture of client retention and enhance the business’s effectiveness in dealing with critical client issues. Designs and executes in collaboration with Service and Training improvements for processes and procedures based on identified retention opportunities. Perform special projects as determined necessary by the Client Retention Manager or Client Service Director (VP). Manage group projects of varying size, duration and scope, such as participating on task force or project teams that focus on strengthening client relationships.
Keeps up-to-date and proficient via documentation, training programs, and industry conferences/seminars, on background screening and employment regulations, SASS product enhancements and new SASS products, and broader ADP products and services. Participates in training programs designed to enhance service skills and increase product/systems knowledge.

Required Qualifications:

  • Bachelor’s Degree or equivalent in Education or Experience
  • 3+ years background screening industry experience as well as experience in account management, implementation, data analysis, or equivalent with resultant in-depth knowledge of all pertinent SASS products and systems, services, and business procedures, and a proven proficiency in the application of this knowledge to effectively resolve client questions/problems of all levels of complexity. Extensive client-facing experience and knowledge of ADP services, products, and service models.

Preferred Qualifications:
  • Client Service orientation and effective interpersonal skills
  • Project management experience
  • Uses discretion to resolve client issues and refer issues as appropriate
  • Ability to work independently with limited supervision
  • Ability to communicate effectively by speaking, listening, writing, and presenting

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