Client Account Manager

Descrição

The Client Account Manager (CAM) is responsible for the end-to-end coordination and delivery of global payroll ensuring accuracy, timeliness, and high client satisfaction. Acting as the main point of contact, the CAM orchestrates communication between client, internal teams, and ADP partners network, handles escalations, manages payroll calendars, and leads operational issues to resolution. With a focus on both execution and service improvement, the CAM plays a key role in maintaining process quality, driving enhancements, and supporting system configurations. The role demands high responsibility, strong consultative skills, attention to detail, and client-focused problem-solving skills. The Client Account Manager also acts as global / regional account owner for clients.

Essential Duties & Responsibilities:

Training & knowledge

The CAM is constantly up to date with knowledge of ADP systems, processes, policies, and client specifics. Responsibilities include, but are not limited to:

Timely and successfully completing the mandatory onboarding training during the first month (CAM Academy) and ongoing monthly learning campaigns.
Creating and maintaining accurate standardized payroll processing documentation for assigned clients.
Leading Welcome to Service/Celergo walkthroughs for clients and internal Stakeholders to clarify roles, standard processes, and ensure strong collaboration.

End-to-End Payroll Process drive & SLA’s Oversight

The CAM oversees the complete payroll cycle, from data input to pay date and ensures that key payroll milestones are respected and that all deliverables meet timeliness and accuracy standards:

Ensure step by step processes are followed by Client and Local Partner and take appropriate actions to increase standard process adoption.
Ensure each client payroll calendar is managed timely and effectively with both the client and Payroll Partners and payrolls are paid on time.
Ensure client deliverables and SLAs are being completed timely and accurately.
Responsible for generating reports to analyse, audit, and reconcile payroll data.
Audit payroll calculations from global payroll providers.
Manage all steps of the funding process for PSS solutions.
Highlight and escalate relevant matters that may impact on the running of client payrolls and propose appropriate solutions and workarounds to mitigate the impact.
Complete and deliver timely and accurate monthly metrics.
The CAM manages system configuration changes and ensures correct mapping between local payroll systems and central platforms (e.g., employee IDs, pay elements, GL codes). He liaises with internal teams (GSS, Integration, Partners, PSS) and ensures all changes are reflected accurately.
Troubleshoot and support all activities related to internal processes (i.e., NPS, CAR-LOB, T2S tracker, etc.)
Address any billing discrepancies promptly, including incorrect or past due invoices.

Client & Partner Relationship Management

The CAM acts as the main point of contact for clients and local partners, fostering long-term relationships through clear communication and a service-oriented mindset:

Schedules and facilitate regular (monthly/quarterly) service reviews and ad-hoc meetings to seek alignment and expedite resolution of high priority items, shares meeting agendas and meeting minutes with all stakeholders.
Drives stabilization programs when needed to ensure smooth payroll delivery.
Maintains issue logs, tracks progress, and provides regular updates to client and ADP lea
Successfully collaborates with local partners and ADP teams to solve issues, accelerate progress and drive client satisfaction.

Escalation & Incident Management

The CAM acts as the first point of contact for local escalations. Analyzes issues, coordinates resolution across internal and external teams, ensures timely client communication, and follows through until closure. Collaborates to identify root causes, supports corrective/preventive actions, and presents RCA to the client when required.

Regional (EMEA) / Global Account ownership

Acts as the primary global/regional contact for the client supporting beyond the standard CAM role as per the Account Owner responsibilities: manages strategic client relationships, leads governance calls, and coordinates escalations and follow-ups; oversees SLA reporting, ensures insight dashboard accuracy, and drives improvement plans for underperforming payrolls. Collaborates with CAMs and internal teams on client projects and retention strategies based on feedback and performance metrics.

Metrics & KPIs:

Success is measured by client satisfaction (NPS) and operational excellence, aligned with BU annual objectives and local office needs. Key indicators targets are set and communicated annually, they include, but are not limited to:

On-time and accurate delivery of all payroll outputs and month-end reporting / metrics
Meeting contractual SLAs for ticket resolution
Productivity targets: number of payrolls/ payslips managed monthly
Client satisfaction (NPS) and zero security incidents
Timely and successful completion of mandatory training

Requirements:

Strong client relationship and account management skills
Languages: business proficiency in English (verbal and written), bilingual skills are a plus
Education: Degree or equivalent work experience in BA, HR, Finance, or related fields
Experience: 3+ years of working experience, 2+ years experience in a service environment
Proficient in office and collaboration tools: MS SharePoint, MS Office & ticketing tools

Other Skills and Abilities:

High level of responsibility, self-directed
Strong relationship-building and cross-cultural collaboration skills
Strong active listening, empathy, and consultative skills
Effective presentation, facilitation and meeting management skills
Excellent time management, organization, prioritization, and proactivity
Collaboration, coordination, and conflict management skills
Analytical thinking, problem-solving, and troubleshooting
High attention to detail, adaptability, and resilience
Strict confidentiality with payroll data

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.