Senior Client Success Manager

hace 2 días

Barcelona, España ADP A tiempo completo

Global Payroll – Enterprise Client Success

Senior Client Success Manager
(Sr. CSM)

The Client Success team within the 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.

Key areas of focus include:

  1. Ongoing management of strong, productive relationships with key & designated client contacts.
  2. Alignment with Client Success Leaders.
  3. Collaborative efforts with other ADP Client Success colleagues, ADP Sales, Service and Implementation teams to retain assigned clients, deliver best in class services to our client and influence additional business.
  4. Adherence to defined 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.

Job Responsibilities:

  1. Effective management of a client’s portfolio of Global Payroll client accounts to ensure client satisfaction, retention & growth.
  2. Cultivation of a trusted-advisor relationship with clients to influence their propensity to partner with ADP.
  3. Consultative client approach, recognizing actions that demonstrate exemplary partnership by incorporating a deep understanding of the client needs with appropriate ADP Global Payroll solutions.
  4. Address & resolve escalated client issues or concerns.
  5. Oversee and support effective and mutually beneficial contract (re)negotiations.
  6. Ensure appropriate utilization and consistent execution of tools, communications, processes, client satisfaction and retention activities, and metrics.
  7. Manage multi country/multi region/multi product portfolios of clients.
  8. Responsible for the overall health of the client influencer relationship and position of ADP as the provider of choice.

Client Communication:

  1. Demonstrate strong “listening”, presentation, meeting management and relationship management/servicing skills.
  2. Compile and deliver monthly, quarterly, or as agreed Service Reviews (which include KPI analysis) for all services in scope for that client.
  3. Educate client on new products and enhancements, encouraging client adoption.
  4. Lead and drive continuous improvement and operate with flexibility.
  5. Significant understanding of Global Payroll concepts.
  6. Exceptional verbal and written communication skills.

Opportunity Focus:

  1. Success in the role is defined by year over year increases in metrics related to customer satisfaction indexes and client retention rates.
  2. Lead and support all activities related to retention efforts, contract renewals and new opportunities.
  3. Develop and implement strategies to improve client retention and satisfaction.

Education and Certification Requirements:

  1. Degree or Equivalent in Business Administration, Human Resources, Finance or another related field.
  2. 3-5 years of related implementation, project management, account management or operational experience.
  3. Extensive experience building relationships with clients is essential.
  4. Advanced MS Suite software capabilities.
  5. Limited travel required.

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.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

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