Client Retention Executive
Posted Date:December 2, 2019
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.
ADP is hiring a Client Retention Executive. In this position you will take responsibility for ensuring Client Retention and Client Success including development, implementation and measurement of client retention programs and strategies. Overall responsibility for developing and maintaining effective client relationships and ensuring products and service offerings are in line with client expectations.
Their responsibilities include overseeing the resolution of client inquiries, handling client escalations, building and maintaining internal and external relationships, focusing on a thorough understanding of client's business in order to effectively influence strategic direction of current and future HCM needs by driving HCM knowledge and insightful expertise.
Develop and recommend strategies to ensure delivery of stellar service to build and improve client satisfaction and retention including contributing to achieving growth objectives through client loss-prevention programs.
Demonstrate product expertise, effective client support, and focus on client relationships. Acts as a client escalation point and responsible for building and maintaining relationships with decision makers of clients on the team's base with the goal of retaining the client's business and ensuring client satisfaction.
Critical areas of focus include managing contract negotiations, communications, processes, client retention activities, development and metrics. Executes on Client Success Management objectives regionally and/or across BU.
Operates independently to provide leadership to influence client and ADP strategic direction.
Effective management of the client relationship for ADP's HCM client base. Drive team to deliver high touch client servicing and the ability to recognize what actions will demonstrate exemplary service to their client base.
- Ensure strong and effective relationship with General Managers and senior leaders within the organization.
- Provide updates/status of clients.
Strategically focused and responsible for all client's overall satisfaction, retention and reference-ability.
Business Leadership: Creates and articulates a vision and inspires others to action
Strategy and Planning: Answers the question "Where are we going?"
Determines where the client organization needs to go to succeed
Tests ideas pragmatically against current resources money, people, organizational capabilities
Collaborates with others to figure out how to get from the present to the desired future.
Results Accountability :
- Focus on ensuring we attain client objectives
- Holds self and others accountable for executing the strategy
- Encourages and innovative problem solving
- Organizes available resources and provides systems to support successful execution
- Models a disciplined approach to problem-solving and decision-making
Understands ADP Business Model; able to drive revenue and profitability
Consciously leads activities with a view to creating shareholder value
Utilizes key metrics to analyze business situation
Market Leadership: Leverages changes in the external world as catalysts for growth
Client-Focus: Explicitly factors client perspective into decision-making
- Understands clients' business challenges and the markets they serve.
- Seeks client feedback to inform business decisions
- Recognizes how ADP products and services enable clients to grow their business.
Knows the competition and the likely impact of their actions on ADP clients
Anticipates changes in the market and takes appropriate action to influence the marketplace
Bias for Growth: Takes bold actions to strengthen results.
Willing to take action that may be disruptive to achieve business goals and manage the consequences.
Identifies opportunities to enhance the organization to meet needs of the client, the business and shareholders. Challenges the status quo to improve performance.
Performs other related duties as assigned.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
8 to 12 Years of Directly Related Experience
Bachelor's Degree Required.
Major Area of Concentration Business Administration or Related Field
**Requires PEO experience
We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
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