Client Success Manager

Work Location(s):

Chennai

Reports to:

Manager - Relationship Management

Department:

APAC Relationship Management

ADP is hiring Client Success Manager

• A dreamer and a doer who is optimistic about possibilities, passionate about seeing your vision come to life, and takes thoughtful risks to get there.
• A relationship builder who connects with people and values friendship and fun.
• An exceptional people manager who helps can motivate an exceptional team to achieve targets by utilizing their strengths.
• Embraces challenges and knows no boundaries.
• Lives integrity and delivers on promises ... every time.

If this sounds like you, then #HelloWork This is just the opportunity you've been waiting for.

First things first: We believe people make great companies, not the other way around. Our people make all the difference in cultivating a down-to-earth culture where ideas are welcomed, and innovation is encouraged. The result? We're changing the world of work with our Payroll solutions that help companies of all sizes focus less on work and more on success.

Your role: As a Client Success Manager for clients in the Multi-national client's space, your primary responsibly will be to drive initiatives, manage escalations and service reviews, projects and programs to achieve the strategy of Promotors, Retention and Reference ability.

What you'll do:

• Participate in the client service transition meetings with implementation and operational teams to clarify internal team and client organization Roles and Responsibilities (R&R), outstanding implementation issues to ensure successful transition to the ADP MNC service model.
• Analyze and work with responsible teams to bring resolution to complex system and processing issues ensuring regional or global consistency across client country base.
• Work with SME's to understand the architecture/structure of the system as well as deeper knowledge of the products and services across ADP (outside of GES), and the impact changes will have on the client processes or system.
• Act as back up and support for APAC SRM leadership during leave periods and represent the Management team as needed in Regional/Global meetings and key initiatives.
• Educate and work with Country teams across the region on roll out of client specific global processes to ensure consistency across countries/products.
• Prepare for and lead client workshops coordinating relevant teams' participation and resulting action plans
  Support contractual renegotiation working closely with the Strategic Client Partners - SCPs and operational teams, manage renewals, LOA- - Letter of Amendments for adding countries, exit fees, commercial gestures and claims.
• Provide sales support for existing contract clarifications as well as new scope requirements during the Sales process including supporting with attending Sales presentations on the MCP service offering, governance and support model
• Develop a thorough knowledge of the client portfolio and internal culture to align the resources, contacts, and opportunities to deliver on the service delivery agreements, and ADP's presence.
• Ensure client is informed on ADP strategy, products, and services evolution with intent to deliver on client expectations and create "Promoters"
• Lead proactive partnering and consulting based on client key business issues and analysis of client data.
• Conduct regular Service Reviews to provide value to clients and ADP by analyzing operational trends against SLA's and working with operational teams to identify gaps and coordinate with ADP and clients to drive consistent quality of service delivery and consistent service improvement to secure high client satisfaction (NPS), high retention rate and reference ability.
• Be the voice of ADP to the client and the client advocate into ADP
• Achieve team client retention targets
• Protect recurrent revenue by understanding client contracts to ensure profitability and quality
• Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients, whilst proactively promoting ADP's products and services
• Proactively ensure that client portfolio contains a diverse range of referable clients
• Ensure that Client reference ability is maintained and up to date in CRM system

Qualifications you'll need:

Education: Degree in Management or Business Administration

Experience:

• Minimum 11 years of related client success, relationship management or operational experience including implementation, project management, experience with benefits, HR, payroll, HRIS and/or system implementation. Demonstrated track record of successful relationships and strong client retention with a range of small business to large corporates
• Demonstrated track record of successful relationships and strong client relationship building and retention across medium to large organizations
• Exceptional communication, interpersonal and presentation skills
• Time management and organizational skills
• Negotiation and influencing skills
• Proven ability to understand the architecture/structure of the systems and solutions and how these supports the clients business needs.
• Effective project management ability including the creation and utilization of project plans and gathering all relevant business documentation
• Experience in Managing complex clients
• Established skill and experience with multi country clients

Bonus points if you have these:

• Preference for Payroll, Time and Attendance and / or HCM industry knowledge
• Excellent verbal and written communication skills, including with C-level executives
• Motivated self-starter with effective time management skills
• Ability to work independently, as well as being a collaborative team member

If you've made it down this far, we must ask: What are you waiting for? Apply now

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.