Director Client Success

1 settimana fa

Rome, Italia Arrow Electronics, Inc. A tempo pieno

Job Description

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 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 and any other functional team as required 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).

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.

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

Job Details

Job Type: Permanent-FT (AC Only)

Salaried: Salaried

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