ADP are recruiting for a Client Success Manager!

Location: Our Cheadle office - Southgate Centre One, 319 Wilmslow Road, Heald Green, Cheadle, SK8 3PW United Kingdom

Hybrid working - 3 days in office and 2 days from home

Full time permanent role

JOB PURPOSE:

Managing one of ADP UK’s Mid-market and Enterprise, highly valued client portfolios. You will be focused on championing the needs of our clients, to deliver class leading retention rates whilst also identifying and delivering revenue opportunities.

You will provide client engagement in support of ADP’s Excom and Senior Leaders, creating strong multi-level business-to-business relationships to drive increased engagement with client decision makers. Support the vision of the department to ensure ongoing success and future growth for UK, Ireland and other ESI business units.

You will champion client experience across our organisation, helping everyone focus on retention, client experience, growth and the maximisation of every opportunity.

THINGS YOU’LL DO: Responsibilities

• Provide multi-level client engagement

• Improve client experience, on a day-to-day basis

• Build brilliant relationships with our client contacts

• Manage and oversee a broad, high value client base

• To deliver stronger relationships between ADP and the clients

• To identify and mitigate potential client revenue loss risk

• Ownership and effective decision making which align with the business KPI’s, in particular Retention, Revenue and NPS

• Provide a deep and rich reference repository for client portfolio

• Create Client Account Plans, Client Relationship Analysis and Client Engagement models

• Create Client Improvement plans to mitigate issues & risks impacting client retention

• Create clear and consistent client facing collateral and materials

• Deliver against the Client Success focus areas and metrics of retention and revenue growth

• Support in ensuring that Client aged debtor issues are brought to a conclusion

• Develop strong working relationship with the relevant Heads of Service, Service Team Managers, Payroll Specialists and other Associates as required

• Play a key role within the Client Success Team and deliver on initiatives such as; Contract Renewal Strategy, Lost Business Forecasting, At Risk and Client Improvement Plans.

• Perform other duties and business initiatives as required and as the Business dictates

WHAT YOU’ll NEED:

• 3+ years of experience in client account management in professional Services/BPO or Employment Agencies with a solid track record

• Excellent analytical and presentation skills are required, with the confidence to deliver at CxO and Excom level

• Networking and relationship building, internal to ADP and with Clients

• Influencing and negotiation at all levels to CxO and Excom

• First class verbal and written communication skills

• Teamwork and co-operation

• Financial and commercial acumen

• Excellent time management

• Flexibility

• Lateral thinking, innovation and problem solving

• Will to win and tenacity

BONUS POINTS FOR EXPERIENCE / KNOWLEDGE OF:

• Knowledge of HR & Payroll drivers and processes is an advantage

• Demonstrable experience and achievement in a Client Success role

• Good understanding of payroll legislation and working practices within a bureau environment is desirable

BENEFITS:

• 25 days holiday with the option to buy/sell up tp 9 additional days

• Private medical

• Dental cover

• Employee discount portal

• Paid study support

• Employee assistance programme

• Annual bonus scheme

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 (https://www.adp.com/about-adp/awards-and-recognition.aspx) .

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.