The Client Account Manager develops and enhances strategic business partnerships by building trust with our clients' key decision makers to drive client retention / improve loss prevention / increase NPS. The Client Account Manager is a key client advocate and liaison, responsible for building loyalty and ensuring overall satisfaction across the HCM spectrum. This is accomplished through pro-active & continuous calling efforts to clients in order to drive and educate the client on how ADP's product and services add value to their business across all levels of our client organizations, with a primary focus on executive / decision-making level (C-suite, VP, Dir). The Client Account Manager also is responsible for identifying and notifying sales of new service or product opportunities by striving to gain a deep understanding of the clients business needs. He or She will be accountable for the proactive identification of clients at risk and will participate in retention activities to mitigate potential losses. This individual will act as a liaison between the client and ADP with an effort to assist with quick resolution on outstanding items or issues that put the client relationship at risk. The Client Account Manager will also be responsible for updating records of client contacts, executives and decision makers. A successful candidate will have exceptional verbal and written communication skills and strong business acumen. A strong customer service or sales background is an asset.
The Client Account Manager is expected to: Engaged and develops relationships with executive contacts (C-suite, VP, Dir) to develop an understanding of our clients' business objectives, strategic direction and requirements to proactively demonstrate and deliver increased value through life cycle of the client. Acts as a liaison between the client and ADP, serving as an internal client advocate. Maintains a comprehensive understanding of the entire ADP product suite and coordinates communication among the various business partners. Assigned client base as defined by the Relationship Management Strategy Proactively ensures client satisfaction through routine (monthly) touch point calls. Proactive identification of clients at risk and initiation and/or participation in retention activities. Provide support to RFP response representing the service organization Retention accountability for between 100-150 National and Majors accounts with annual total revenues in excess of $10M Work collaboratively with internal Departments to provide the Voice of the Customer (VOC) in areas of continuous process improvement Change Management - Communicate and deliver key product and company messaging surrounding client facing change process Communicates and promotes key ADP initiatives to the client (e.g., user group meetings, product enhancements, etc.). Coordinates client's projects, serves as an escalation point for critical service issues and works in partnership with Services leadership and Development as necessary until resolution. Increase rate of client adoption to ADP user community on 'The Bridge' Notifies Service Managers of any trends identified that may contribute to losses or detractor NPS scores. Identifies new service and/or product opportunities and coordinates as necessary with Sales.
ESSENTIAL DUTIES & RESPONSIBILITIES: The Client Account Manager will strive to make contact with each client in their assignment a minimum of once per month Focus on maximizing retention in account base, minimizing revenue loss, and developing and executing retention / save plans with the client through the support of any / all internal business partners required Partner with service for early identification and notification of clients at risk and participate in retention efforts including RFP support. Partner with sales to identify and communicate additional revenue opportunities Updates and maintains records of client contacts, executives and decision makers. Works with internal business partners to ensure delivery of optimal service, client satisfaction, retention, and eventually profitability. Build HCM knowledge through ongoing internal and external learning opportunities. Performs other related duties as assigned.
EDUCATION & CERTIFICATION REQUIREMENTS: Bachelor's Degree or Equivalent Experience
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