Lead Client Relationship Manager
2 settimane fa
Senior Client Engagement Manager - Temporary Position
The Senior Client Engagement Manager will act as the primary point of contact and accountability for outsourced services provided to the clients supported by ADP. Collaborating with the ADP Regional Client Engagement Managers and the Global Client Engagement Manager, this role will be integral to the ADP Regional Service Delivery team, serving as the principal provider of services delivered from ADP to our clients in the region.
Objective
- Represent the voice of the client within ADP, championing client objectives and outcomes.
- Oversee multi-country, multi-region, and multi-product client portfolios, managing across various time zones.
- Ensure the overall health of client relationships and reinforce ADP's position as the preferred service provider.
Key Functions
- Facilitate the resolution of critical issues escalated beyond Service & Operations leadership.
- Prepare and present monthly, quarterly, or agreed-upon Service Reviews, including KPI analysis for all services relevant to that client.
- Coordinate discussions with Implementation, T2S, and Client Services teams to address overall client relationships, trends, and pressing issues.
- Educate clients on new products and enhancements, promoting client adoption.
- Oversee NPS closed-loop feedback for SRM regional/global contacts, analyzing trends and client feedback, and managing improvement actions as necessary.
- Assist with contractual and commercial inquiries in the absence of SCP/CSE.
Primary Responsibilities:
- Monitor and manage client relationships, ensuring satisfaction at the headquarters level.
- Conduct regular Service Reviews to discuss operational service delivery and updates on ADP products and services.
- Serve as the main point of escalation for clients, ensuring issues are resolved and tracked effectively.
- Create and maintain an action log to enhance the client experience.
- Identify upselling and cross-selling opportunities within existing accounts in collaboration with the sales team.
- Oversee client performance in accordance with contractual obligations, including service delivery standards.
Qualifications:
- 3-5+ years of experience in account management or client-facing roles.
- 1+ year of demonstrated experience in project management or project coordination.
- 1+ year of experience in people or project team management, or in payroll services; outsourcing experience is advantageous.
- Exceptional communication skills in a client-facing context.
- Ability and enthusiasm for leading virtual meetings with international participants.
- Familiarity with international cultures and experience working in a multinational environment.
- Proficient in English; additional languages are a plus.
- Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Education:
- Preferred: Bachelor's Degree or equivalent experience.
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