The Client Success Executive (CSE) is responsible for driving client retention by relentlessly monitoring and managing a client's success. The CSE possessing a deep knowledge of the clients desired outcomes, develops and executes client success plans focused on achieving a client's desired outcomes at every stage in the client journey. The CSE partners with sales, implementation, service and ADP leadership to drive client success. The CSE manages at all levels of the ADP and Client Organization to drive accountability for delivering the end-to-end client experience in order to achieve a long term and valued added partnership. The CSE will initiate interventions to address any areas of concern in overall client health; including client satisfaction, client experience and product adoption across the client's ADP portfolio. The CSE identifies customer risk, and acts as an integrator with ADP and client resources to deliver on Client Success milestones and to ultimately drive long term retention and expansion of the client partnership with ADP.
2) ESSENTIAL DUTIES & RESPONSIBILITIES:
The CSE is a trusted advisor who builds and strengthens client partnerships by creating and operationalizing a Client Success plan in conjunction with the Client's Decision Makers, influencers and Executives.
The CSE will execute on this plan, marshalling the power of the organization to deliver on the client's Success Milestone and desired outcomes. This consists of establishing the client relationship and building their loyalty, consulting with the client to define appropriate desired outcomes based on the client's suite of products and stage in the adoption journey, ensuring the client's optimal use and solution adoption of products and services, advocating for our mutual best interests, and driving engagement through data insights and other unique ADP assets.
Possesses strong presentation skills, Executive Presence, business acumen and deep knowledge of the client and ability to articulate and manage to clients' desired outcomes.
The CSE drives total client satisfaction by delivering a seamless and unified experience in partnership with internal Associates.
Effectively manage across business units within ADP to understand the hidden elements within the organization that impact the client and the business.
Effectively position ADP Executive Sponsor and execute effectively against the Client Playbook, including Success Plan and Executive Business Reviews to ensure the client holistically realizes the value in the ADP relationship.
The CSE is the clients' ADP advocate focused on total client satisfaction, with responsibility to ensure a positive end to end ADP experience. The CSE partners with internal partners to ensure a unified experience and monitors and manages Client Health.
The CSE knows their clients by becoming a mutual partner of the client's company and industry in order to accurately provide an overview of their clients' business, their performance in the industry, critical business issues and strategic goals, in order to proactively identify and act on Risks and Opportunities. The CSE is a proactive partner who helps clients think through the marketplace implications, how that affects client strategy and provides best practices of similar verticals
Ability to identify who the critical decision makers are within the disciplines we generally support (HR, IT, Operations and Finance).
Responsible for maintaining and updating Success Plan and driving internal and client accountability to Success Milestones
Sharing HCM industry updates and information relevant to a particular client's needs in a manner that which support and help their business.
Establish and manage an expectation of reference-ability and client engagement opportunities relevant and beneficial to both the client and to ADP including driving participation in key events (MOTM, CAB, Online Forums, Ambassador Program, etc.).
The CSE is able to manage difficult situations effectively and with the highest standard of integrity. Includes proactively handling issues with transparency and accountability, setting reasonable expectations for the client and de-escalating difficult situations.
Contract Management and Success Measurements
The CSE understands all components of their clients' contracts, including pricing components, service level agreements and the clients' service history so as to manage and drive the contract renewal process and positively impact retention.
The CSE reports on key business activities and ROI in Success Plan and Executive Business Reviews, monitoring and managing client success, while being able to effectively use data to provide actionable insights.
Execution of contract renewal - Internal coordination with all ADP partners to deliver a smooth renewal process for the client. Partnership with Sales on revenue expansion opportunities with the CSE's book of business and leveraging all available resources necessary to defeat a competitive threat.
Effectively present a cohesive business renewal plan of action to ADP leadership.
Degree or Equivalent in Education & Experience : Bachelor's Degree
Required/Preferred : Required For internal ADP candidates with significant experience, we will consider a degree preferred.
Major Area of Concentration : Business, Human Resources, Marketing, Psychology, Applied Math, Liberal Arts, Economics
Other education or certification requirements: Optional: S/PHR, CPP, HCS , FPC, SHRM-CP/SCP
Experience managing and consulting with strategic client accounts and enterprise account management : 3-5 Years
General Management, Sales or Management Consulting Experience, Client Success Management : 3-5 Years
Require Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management
Required Experience with ADP Products, HCM Solutions and Standout Technology.
Required Experience with Client Lifecycle Management from development to implementation and ongoing account management and support
Required Advanced knowledge of Microsoft Office
Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE Magazine, and recognized by Forbes as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.