Client Relations Executive - CORE Market

Responsibilities

• Client Focus
• Serves as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
• Reinforces the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client.
• Maintains client survey scores and ensures they remain at a level established by Senior Leaders.
• Supports the sales process by providing assistance to local Sales Leaders.
• Manages escalated issues and provides direction internally, as well as updates to the client.
• Presents professionally, demonstrates executive presence, possesses business acumen, and articulates and manages to clients' desired outcomes.
• Handles difficult situations effectively and with the highest standard of integrity, including proactively handling issues with transparency and accountability, setting reasonable expectations for the client, and de-escalating difficult situations.
• People Leadership
• Provides overall direction and leadership to Field HR Business Partners, managing the activities of team members in multiple locations through frequent communication, direction, development, and coaching.
• Manages relationships with key stakeholders and establishes clear individual performance goals and objectives for team members, communicating these through 1-on-1 meetings and performance planning and review sessions, and providing periodic performance feedback and conducting annual performance reviews.
• Develops leaders for succession and works with internal HR when needed to develop and administer corrective action and performance improvement plans.
• Serves as a consultant and business partner to other organizations within ADP and functions as an acting backup to other leaders, providing leadership, guidance, and direction to team members in the absence of the leader.
• Contract Management and Success Measurements
• Understands all components of clients' contracts, including pricing components, service level agreements, and clients' service history.
• Reports on progress against Key Performance Indicators and Business Goals, monitoring and managing client success using data to provide actionable insights.
• Operational Execution
• Ensures team Key Performance Indicators are met, driving overall goal attainment focused on client retention, Net Promoter Score (NPS) surveys, and other fiscal- and people-oriented goals.
• 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.
• Communicates continually with other departments to ensure effective client support, acts as a liaison between client service and other departments, implements initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals, makes critical staffing decisions, participates in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units, prepares and presents reports on team performance.

Qualifications

• At least eight years of managing and consulting with small- and mid-sized clients, focused on strategic account management.
• At least five years of General Management, Sales, or Management Consulting Experience, Client Success Management.
• Very comfortable with technology and learning new software.
• Proficient in the Microsoft Office Suite, including Excel and PPT.
• Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management.
• A demonstrated working knowledge of Human Capital Management solutions and technology.
• A working understanding of a Professional Employer Organization (PEO).
• Previous experience managing client/customer retention and service teams.
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing.
• Excellent collaboration, organizational, time management, customer service, and problem-solving skills, and the ability to work accurately and meet deadlines with frequent interruptions.
• The ability to work and thrive in a team environment, focused on achieving results.
• The ability to manage a team and develop leaders.
• The ability to assess team members' performance and provide motivational support.
• The ability to work both independently and as part of a team.
• The ability to recognize basic procedural issues as they arise, and escalate to the appropriate level.
• The ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations.
• Proficient in the latest web technologies and working knowledge of various operating systems.
• The ability to manage to all pertinent ADP HR, Payroll, and Benefits policies and procedures.
• (S) PHR or (S) SHRM CP certification.