Director Client Success

3 settimane fa

Milan, Italia ADP A tempo pieno

ADP is hiring a Director, Global Client Success

The position serves as an advocate of ADP's Global HCM Solution and Service capabilities. The role supports ADP's larger and most complex clients.

Key areas of focus include the development of strong, productive relationships with executive level client contacts (C-suite), alignment with ADP senior management, and collaborative efforts with ADP Sales, Service, and Implementation teams to increase client engagement and win new business within the portfolio.

The position requires a strong combination of account management, negotiation, relationship building skills, and business acumen. Success in this role can be defined by year-over-year increases in metrics related to portfolio revenue, share of wallet per client, contract renewal, client retention rates, and customer satisfaction indexes (NPS, references).

CORE RESPONSIBILITIES:

  1. Responsible for client retention, client advocacy, revenues/profitability growth (additional business), and satisfaction.
  2. Client focus:
    Key ADP contact for the Client's decision makers and Senior executives responsible for the ADP relationship regionally and globally.
    Cultivation of a trusted-advisor relationship with clients in an effort to educate and influence a propensity to partner with ADP.
    Understands client's business & HR strategy and articulates a compelling ADP value proposition that positions ADP as a strategic partner.
    Engages clients through ADP events & initiatives (sales events, conferences, user Group Meetings, Product pilots, etc.).
    Develops client's engagement as an ADP promoter (NPS, testimonials, client cases, spotlights, etc.).
    Solves escalations.
  3. Leadership Focus:
    Establishes and drives client governance model across the board (BUs/countries/geographies).
    Proactively initiates and supports all activities required to ensure client retention and improve the client experience.
    Is the resource for ultimate escalation from both ADP's & client's teams.
    Focus on balancing Client business objectives and ADP value proposition.
    Ensure appropriate utilization and consistent execution of reporting, tools, communications, processes, and client retention.
  4. Outside-In Perspective:
    Understands market trends, ADP's position, and strategic directions.
    Knows the competition and the likely impact of their actions on ADP clients.
    Provides ADP internal partners (marketing, sales, product, management) with client insights to help improve ADP offer & positioning.
  5. Business Development Focus:
    Owns, oversees, and supports effective and mutually beneficial contract renewal process.
    Challenges the status quo to surface new business opportunities and support ADP's Team effort until signature.
    Identifies opportunities to enhance the organization to meet the needs of the client, the business, and shareholders.
  6. Competencies for Success:
    Demonstrated ability to effectively engage and influence senior executive levels within client organization and third parties, in a multicultural business environment.
    Understands cultural/international nuances that impact client relationships and multinational governance.
    Able to influence tasks & deliverables from team members and partners without a direct reporting relationship.
    Strong understanding of HCM concepts with the ability to represent a broad range of ADP disciplines and solution platforms.
    Very strong relationship building capabilities.
    Demonstrated highly effective verbal and written communication skills; delivers highly professional presentations and communications throughout the client and ADP organizations; strong executive presence.
    Strong business acumen and negotiation skills.
    Result-driven.
    Impactful, committed, and resilient.
    Ability to handle and solve conflicting relationships.
    English as the main working language + Italian.

QUALIFICATIONS:

  1. Education:
    Bachelor's degree in Business Administration or related field (or its equivalent in education and experience) is required.
  2. Experience: 8-12 years of directly related experience.
    Minimum of 3-5 years Direct Large Global Account Management required.
    Proven history of individual and team results.
  3. Italian fluent / English fluent.

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. 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.

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