Client Success Executive
Company: ADP
Location: Alpharetta
Posted on: May 12, 2022
|
|
Job Description:
POSITION SUMMARY: The Client Success Executive (CSE) is
responsible for driving client retention by relentlessly monitoring
and managing a client's success. The CSE possessing a deep
knowledge of the clients desired outcomes, develops and executes
client success plans focused on achieving a client's desired
outcomes at every stage in the client journey. The CSE partners
with sales, implementation, service and ADP leadership to drive
client success. The CSE manages at all levels of the ADP and Client
Organization to drive accountability for delivering the end-to-end
client experience in order to achieve a long term and valued added
partnership. The CSE will initiate interventions to address any
areas of concern in overall client health; including client
satisfaction, client experience and product adoption across the
client's ADP portfolio. The CSE identifies customer risk, and acts
as an integrator with ADP and client resources to deliver on Client
Success milestones and to ultimately drive long term retention and
expansion of the client partnership with ADP. ESSENTIAL DUTIES &
RESPONSIBILITIES: Job Responsibilities: Client Focus The CSE is a
trusted advisor who builds and strengthens client partnerships by
creating and operationalizing a Client Success plan in conjunction
with the Client's Decision Makers, influencers and Executives. The
CSE will execute on this plan, marshalling the power of the
organization to deliver on the client's Success Milestone and
desired outcomes. This consists of establishing the client
relationship and building their loyalty, consulting with the client
to define appropriate desired outcomes based on the client's suite
of products and stage in the adoption journey, ensuring the
client's optimal use and solution adoption of products and
services, advocating for our mutual best interests, and driving
engagement through data insights and other unique ADP assets.
Possesses strong presentation skills, Executive Presence, business
acumen and deep knowledge of the client and ability to articulate
and manage to clients' desired outcomes. Relationship Management
The CSE drives total client satisfaction by delivering a seamless
and unified experience in partnership with internal Associates.
Effectively manage across business units within ADP to understand
the hidden elements within the organization that impact the client
and the business. Effectively position ADP Executive Sponsor and
execute effectively against the Client Playbook, including Success
Plan and Executive Business Reviews to ensure the client
holistically realizes the value in the ADP relationship. The CSE is
the clients' ADP advocate focused on total client satisfaction,
with responsibility to ensure a positive end to end ADP experience.
The CSE partners with internal partners to ensure a unified
experience and monitors and manages Client Health. The CSE knows
their clients by becoming a mutual partner of the client's company
and industry in order to accurately provide an overview of their
clients' business, their performance in the industry, critical
business issues and strategic goals, in order to proactively
identify and act on Risks and Opportunities. The CSE is a proactive
partner who helps clients think through the marketplace
implications, how that affects client strategy and provides best
practices of similar verticals Ability to identify who the critical
decision makers are within the disciplines we generally support
(HR, IT, Operations and Finance). Responsible for maintaining and
updating Success Plan and driving internal and client
accountability to Success Milestones Sharing HCM industry updates
and information relevant to a particular client's needs in a manner
that which support and help their business. Establish and manage an
expectation of reference-ability and client engagement
opportunities relevant and beneficial to both the client and to ADP
including driving participation in key events (MOTM, CAB, Online
Forums, Ambassador Program, etc.). The CSE is able to manage
difficult situations effectively and with the highest standard of
integrity. Includes proactively handling issues with transparency
and accountability, setting reasonable expectations for the client
and de-escalating difficult situations. Contract Management and
Success Measurements : The CSE understands all components of their
clients' contracts, including pricing components, service level
agreements and the clients' service history so as to manage and
drive the contract renewal process and positively impact retention.
The CSE reports on key business activities and ROI in Success Plan
and Executive Business Reviews, monitoring and managing client
success, while being able to effectively use data to provide
actionable insights. Execution of contract renewal - Internal
coordination with all ADP partners to deliver a smooth renewal
process for the client. Partnership with Sales on revenue expansion
opportunities with the CSE's book of business and leveraging all
available resources necessary to defeat a competitive threat.
Effectively present a cohesive business renewal plan of action to
ADP leadership. Operational Execution The CSE coordinates and
collaborates, within a highly matrixed global organization,
including Sales, operational, service and product management
partners to drive issues to closure, oversee completion of complex
projects, improve efficiency and quality of end to end experience,
and influence the product roadmap to enhance the overall client
experience and deliver on the client's success milestones.
EDUCATION & CERTIFICATION REQUIREMENTS: Degree or Equivalent in
Education & Experience : Bachelor's Degree Required/Preferred :
Required For internal ADP candidates with significant experience,
we will consider a degree preferred. Major Area of Concentration :
Business, Human Resources, Marketing, Psychology, Applied Math,
Liberal Arts, Economics. Other education or certification
requirements: Optional: S/PHR, CPP, HCS , FPC, SHRM-CP/SCP
EXPERIENCE: Experience managing and consulting with strategic
client accounts and enterprise account management : 3-5 Years
General Management, Sales or Management Consulting Experience,
Client Success Management : 3-5 Years Require Demonstrated skills
in analytics and research, client relations, executive
presentations and cross functional project management. Required
Experience with ADP Products, HCM Solutions and Standout
Technology. Required Experience with Client Lifecycle Management
from development to implementation and ongoing account management
and support. Required Advanced knowledge of Microsoft Office Travel
Required. PREFERRED QUALIFICATIONS: Preference will be given to
candidates who have the following: S-PHR, CPP, HCS , FPC,
SHRM-CP/SCP certifications preferred Experience with ADP Products,
HCM Solutions, and Standout Technology Experience managing and
consulting with strategic client accounts and enterprise account
management Explore our COVID-19 page https://jobs.adp.com/covid19/
to understand how ADP is approaching safety, travel, the hiring
interview process, and more. Diversity, Equity, Inclusion & Equal
Employment Opportunity at ADP: ADP affirms that inequality is
detrimental to our associates, our clients, and the communities we
serve. Our goal is to impact lasting change through our actions.
Together, we unite for equality and equity. ADP is committed to
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, or protected veteran status and will not
discriminate against anyone on the basis of a disability. We
support an inclusive workplace where associates excel based on
personal merit, qualifications, experience, ability, 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 ADPs culture
and our full set of values.
Keywords: ADP, Alpharetta , Client Success Executive, Other , Alpharetta, Georgia
Click
here to apply!
|