Client Service Manager

ADP is hiring a Sr. Relationship Manager

Client support at ADP: It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

In this role, you'll serve as the executive liaison between the client's key decision makers and Tax Credits business units (Data Operations, Sales, Production, Implementation, Integrations, Operations, Product Support etc.), serving as an empowered client advocate.

You'll develop and enhance strategic business partnerships building trust with our client's key decision-makers to understand their financial position, business and strategic objectives, and requirements so our clients can focus on what matters most to them - growing their business. You will partner with implementation, service, development, legal and other support teams to deliver a seamless client experience.

The successful Relationship Manager builds strong client relationships through effective time management and prioritization skills to provide customized quality service in support of retaining clients and growing their utilization and appreciation of the Tax Credits portfolio.

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, and Social Responsibility.

RESPONSIBILITIES:

• Serve as the ADP Liaison for client participation in Federal and State Tax Credits Incentives. Manages both the strategic and tactical discovery and delivery of all client tax credit programs.
• Proactively ensure client satisfaction through regular conference calls and periodic client visits. Promotes client participation in focus groups to solicit feedback on product/service initiatives. Communicates and promotes key ADP initiatives to the client (e.g.., user group meetings, product enhancements, etc.).
• Develop and maintain strategic executive relationships with high value clients to foster effective client loyalty and satisfaction.
• Function as the key strategic advocate and foster efficiencies and revenue growth via identification of add on services within the client relationship and Tax Credits business partners.
• Assist the business to meet and exceed client deliverables and drive business results and Tax Credits strategy for clients.
• Facilitate the management and strategic service of assigned accounts through diligent and frequent client kpi reviews.
• Compile, review, and deliver operational performance metrics to assigned client organizations and provide best practice recommendations for maximizing client opportunities.
• Identify and recommend best practice improvements that benefit the operational model for the client and ADP Tax Credits.
• Responsible for Retention and Client satisfaction.

TO SUCCEED IN THIS ROLE: Required Qualifications

• Minimum of 5 years' experience in professional services, implementation, client services, sales, or payroll/finance environment with proven proficiency in managing client relationships.
• Ability to travel up to 25% based on client needs.
• High level of organization, planning and prioritization skills.
• Ability to interact with and influence internal and external high level decision makers.
• Proficiency in Microsoft Office tools with a focus on Excel data manipulation and analysis skills.
• Excellent presentation and facilitation skills.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to connect with employees at all levels of the organization.
• Strong client relationship building and negotiation skills.
• Strong business acumen including financial and contractual negotiation and analysis.
• Previous experience handling portfolio of accounts.
• Ability to communicate value proposition to clients and champion adoption of best practices and new functionalities, including ADP's portfolio of tax credit offerings.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.

• Demonstrated proficiency in managing complex client account relationships with multiple products.
• Extensive experience building relationships and understanding client needs and key performance drivers.
• Experience with ADP's Tax Credits infrastructure, back-office systems and service delivery tools.