ADP is hiring a Director, Relationship Management
• Are you looking to grow your career in an agile, dynamic environment with
plenty of opportunities to progress?
• Do you want to continuously learn through ongoing training, development, and
mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and
belonging and creates a safe space for diverse perspectives and insights?
Well, this may be the role for you. Ready to make your mark?
As a Director, Relationship Management, in this position, reporting to the VP,
you'll help our clients leverage ADP's exceptional business and technology
solutions so they can focus on what matters most to them - growing their
business.
ADP is looking for a leader for the Mid-market relationship management team.
This is an influential role, with a team of over 13 professional relationship
managers supporting ADP's clients. The role is an important pillar of the Client
Success and is responsible for the health & optimization of our clients that use
ADP Technology and HR services.
In addition to building strategic partnerships with our clients that choose ADP
for their HR Technology needs; the role is also critical to maintaining ADP's
position as the premier provider of Human Capital Management solutions. If you
are interested in driving client strategy, building client relationships,
managing a team, and are looking for a great growth opportunity, consider this
role!
Ready to #MakeYourMark? Apply now!
To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/
Summary:
• Assists the Client Success and Service Delivery Senior Leadership in creating
a strategy for account coverage while building relationships with our clients
and associates. This requires a strong combination of leadership, account
management and relationship skills. The role is responsible for directing the
overall client relationship and retention strategies through the leadership of
the Mid-Market Relationship Managers.
• Demonstrates awareness and understanding of strategic goals and priorities of
ADP, Human Capital Management (HCM) Product Growth strategy, and our clients.
• Gains commitment, alignment, and engagement to advance the interests of the
Department and our clients supporting ADP Mission, Vision and Values.
• Ensures the delivery of World Class Service and the development/improvement of
the overall client relationships including satisfaction and retention.
• Understands the perspective of the client and takes proactive steps to
maximize client satisfaction, including building and communicating with
stakeholders the client outreach programs as applicable.
• Builds a talent acquisition and retention strategy that puts the associate
first -- you have a proven track record of building and sustaining high
performing teams & culture.
• Responsible for developing the skills, competencies, client strategies and
business/financial acumen of each of the team members.
• Contributes to achieving growth objectives through Sales leads and support and
loss prevention programs to support the Service and Sales organizations.
• Key success metrics include year over year increases in metrics related to
customer satisfaction indexes, client retention rates, associate Engagement and
retention, number of reference-able clients and business growth measured by
Sales/Starts/Upgrades/Revenue.
WHAT YOU’LL DO: Responsibilities
What you can expect on a typical day:
• Responsible for executing the direction of client support and retention
strategies through the leadership of the Client Relationship Managers.
• Collaborates across all functions and business segments including Sales,
Implementation, Service Centers, Support Centers, Legal, Finance, Product,
Marketing, and other partners to ensure strategic, effective, efficient
processes and client satisfaction.
• Ensures alignment to the Client Service Executives and service center model.
• Implements relationship management tools, initiatives, and organizational
structures to meet changing client demands.
• Executes and upholds relationship management program standards, while seeking
to innovate and evolve those programs.
• Prepares associates for growth opportunities and acts as a coach/mentor.
• Provides guidance, coaching and assistance as needed to ensure their
development and professional growth.
• Supports the Relationship Management team in handling complex, escalated, and
unresolved client issues. Is the primary point of escalation for the team & our
internal partners such as Sales & Implementation.
• Collaborate with other Leaders and Executives on operational, financial,
staffing and/or training strategies.
• Responsible for developing metrics, root cause reporting, client executive
debriefs, health of the client reporting and all other data required to
communicate the update/success/progress of the client experience.
TO SUCCEED IN THIS ROLE: Requirements
• Minimum 7-10 years of people leadership in a client-facing role (relationship
management, client service, implementation, B2B experience preferred)
• Superior client service skills (both verbal and written communications) and
strong active listening skills
• Expert level communication, influence, and negotiations skills with C-Suite
Executives and internal stakeholders
• Ability to quickly consolidate and understand data around client success
metrics (experience managing a business / P&L across a balanced set of KPIs such
as NPS, Retention, Margin analysis are a must)
• Strong change management & transformational leadership. The successful
candidate will have a proven track record of designing and implementing programs
to drive client success
• Ability to collaborate and work effectively within cross functional teams,
builds consensus, and breaks down organizational barriers
BONUS POINTS FOR THESE: Preferred Qualifications
• Bachelor's Degree or equivalent in management experience.
• English/French Bilingualism is strongly preferred.
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
• Focus on your mental health and well-being. We take care of one another and
offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive
impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and
a tuition reimbursement program, for even the most insatiable learner.
• Create. Innovate. Problem-solve. Shape the future of work with people you
like.
• Balance work and personal time. Flexibility to integrate work more easily in
your everyday life.
• Go Global. With operations around the world, exciting new networking
opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with
networks and allies who share common interests and experiences.
Base salary offers for this position may vary based on factors such as location,
skills, and relevant experience. Some positions may include additional
compensation in the form of bonus, equity or commissions. We offer the following
benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings,
Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match,
Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The
compensation for this role is $119,600.00 - $190,900.00 / Year*
*Actual compensation will not be less than the applicable minimum wage or
minimum exempt salary requirement under federal, state and local laws.
What are you waiting for? Apply today!
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