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- Voice of the Client within ADP, advocating for client desired outcomes
- Manage multi country/multi region/multi product portfolios of clients (manage across multiple time zones)
- Responsible for the overall health of the client relationship and position of ADP as the provider of choice for our clients.
- Facilitate resolution of serious issues that cannot be resolved by Service & Operations leadership and have been escalated
- Compile and deliver monthly, quarterly or as agreed Service Reviews (which include KPI analysis) for all services in scope for that client.
- Host calls with Implementation -- T2S -- and Client Services teams to discuss the overall client relationship/trends/hot issues where the SRM can help as agreed
- Educate client on new products and enhancements, encouraging client adoption of these products.
- Owner of NPS closed loop feedback for SRM regional/global contacts surveyed, providing trends and voice of the client information from those results [Owner of regional/global NPS improvement actions, when needed]
- Support contractual & commercial questions where there is no SCP/CSE
- Monitor and manage the client relationship and ensure satisfaction at headquarter level.
- Conduct regular Service Reviews on operational service delivery, and ADP updates on products and services.
- Act as primary point for client escalation through resolution/tracking.
- Create, maintain and manage the action log to improve the client experience.
- Upselling, cross-selling, by identifying new sales opportunities within existing accounts in coordination with the sales team.
- Monitor and oversee client performance under the terms of the contract, including service delivery
- 3-5+ yr. Account management or 3-5+ yr. Client facing
- 1+ yr. Proven experience in project management and/or project coordination
- 1+ yr. People / Project team management or 1+ yr. in the field of payroll services. Outsourcing experience a plus
- Perfect communication skills in a client facing context.
- Ability and enthusiasm in animating virtual meetings involving international parties.
- International culture and ability to work in a multinational environment.
- Efficient in English. Additional languages are a plus.
- Excellent knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Required: Bachelor's Degree preferred or equivalent
- Skills and Relevant Work Experience