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Client Retention Exec

Aurora, CO 80014, United States

Jobs Client Service

Job reference #6170_8653147

ADP is hiring a Client Retention Executive. In this position you will take responsibility for management of the Client Retention and Client Success including development, implementation and measurement of client retention programs and strategies. Will have overall responsibility for developing and maintaining effective client relationships and ensuring products and service offerings are in line with client expectations. Their responsibilities include overseeing the resolution of client inquiries, handling client escalations, building and maintaining internal and external relationships, focusing on a thorough understanding of client’s business in order to effectively influence strategic direction of current and future HCM needs by driving HCM knowledge and insightful expertise.

The Client Retention Executive develops and recommends strategies to GM, VP of Service and / or other leaders to ensure delivery of stellar service to build and improve client satisfaction and retention including contributing to achieving growth objectives through client loss-prevention programs. Manages performance to ensure demonstrated product expertise, effective client support, and focus on client relationships. Acts as a client escalation point and responsible for personally building and maintaining relationships with decision makers of clients on the team’s base with the goal of retaining the client’s business and ensuring client satisfaction. Responsibilities will include creation and accomplishment of financial objectives, operating plan initiatives, associate satisfaction and retention, and staff development/retention initiatives.

Critical areas of focus include managing contract negotiations, communications, processes, client retention activities, development and metrics. Will execute on Client Success Management objectives regionally.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:

Effective management of the client relationship for ADP’s HCM client base. Drive to deliver high touch client servicing and the ability to recognize what actions will demonstrate exemplary service to their client base. Ensure strong and effective relationship with General Managers and senior leaders within the organization. Complement or represent GM, VP of Service or other ADP leaders with clients. Develops and implements a consistent process for managing value delivery against the client’s strategic HCM initiatives. Strategically focused and responsible for all client’s overall satisfaction, retention and reference-ability.

Business Leadership: Creates and articulates a vision and inspires others to action

  •  Collaborates with others to figure out how to get from the present to the desired future.

Strategy and Planning: Answers the question “Where are we going?”

  • Determines where the client organization needs to go to succeed
  • Tests ideas pragmatically against current resources — money, people, organizational capabilities across SBS. Effectively develops Client Success Management measurements and establish goals for function. Develops strong relationships with the Service leaders across BU’s. Operates independently to provide leadership to influence client and ADP strategic direction.

 

Results Accountability: Focus on ensuring we attain client objectives

  • Holds self and others accountable for executing the strategy

Financial Management:

 Applies understanding of ADP financial levers to achieve business results. Understands ADP Business Model; able to drive revenue and profitability, utilizes key metrics to analyze business situation

Market Leadership:

 Leverages changes in the external world as catalysts for growth

 Client-Focus:  Explicitly factors client perspective into decision-making

  •  Understands clients’ business challenges and the markets they serve, seeking client feedback to inform business decisions
  • Recognizes how ADP products and services enable clients to grow their business.

Bias for Growth: Takes bold actions to strengthen results.

  • Willing to take action that may be disruptive to achieve business goals and manage the consequences.
  • Identifies opportunities to enhance the organization to meet needs of the client, the business and shareholders.
  • Challenges the status quo to improve performance.

 

 Product Knowledge

  • Demonstrates comprehensive understanding/knowledge of ADP HCM products, services, delivery models and economics of outsourced services.

QUALIFICATIONS REQUIRED:

  • Bachelors degree, Business, Engineering, Sales, Operations or Marketing preferred, or equivalent in education and experience.
  • 8 -12 years of experience with a combination of leadership, consultative, sales, implementation, operational and/or client management.
  • Experience with multiple large complex clients
  • Demonstrated capacity for innovation and out-of-the box thinking
  • Fosters collaboration amongst team members and among ADP stakeholders
  • Exceptional Communication style
  • High learning agility, and views learning as a continuous process
  • Must possess strong financial and business acumen and savvy

 

 

 

 

 

 

 

 

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
  • Advanced Degree preferred
  • Accreditation from appropriate organizations (i.e., CPP, CEBS and PHR) is desired.
  • Experience should be in Payroll, Benefits, Human Resources, or Outsourced technology based administrative services.
  • Experience in a fast-paced service environment with progressive experience in consulting or large corporate environment with prior experience leading teams.
  • Previous role with P&L responsibility desirable.
  • Must possess strong financial and business acumen and savvy.
  • Understands and is able to explain client pricing and profitability.
  • Communication – demonstrated highly effective verbal and written communication skills; delivers highly professional presentations and communications throughout the client and ADP organizations; strong executive presence
  • Strategic focus.
  • Influence – demonstrated ability to engage and influence clients, resulting in consultative relationship
  • Demonstrated ability to engage and influence senior executive levels within client organization and third parties

 


Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

ID #4781 Location Aurora, CO 80014, United States Industry Client Service Type Full Time Role Client Retention Exec Career Level Presence Office

Required Skills

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Communication
Organizational
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2 Languages
(Native)

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Full Time /Month
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