Client Relationship Manager

Company: TSR Consulting Services, Inc
Location: Tempe
Posted on: May 10, 2022

Job Description:

Relationship Management
Build trust with clients' key decision makers to drive client retention and improve loss prevention.
Develop a value-based relationship with each client, resulting in maximum utilization of Comprehensive Services technology and service offerings.
Assume account responsibility at time of client sale.
Set and manage client expectations and be the point person for client contract questions and billing, being empowered to act or escalating them as appropriate.
Act as an empowered internal client advocate, and partner with implementation, service and other support teams to deliver stellar service.
Oversee resolution of critical service issues and follow-up from quality survey feedback.
Proactively ensures client satisfaction through regular conference calls and periodic client visits.
On an annual basis, recap all activities completed on clients' behalf and discuss goals and objectives for upcoming year.
Applies HCM industry and practitioner knowledge to understand and support our assigned client's business objectives as defined by the relationship management business strategy. Increased complexity of multinational clients will require knowledge of all ADP global products.
Practitioner knowledge in a leading capacity for business intelligence is preferred to increase value of relationship.
Onsite quarterly visits are conducted with Executive Contact to recap accomplishments in support of client initiatives and to discuss future goals and objectives.
Product knowledge includes ADP global products.
Product Knowledge and Utilization
Maintain a working knowledge and understanding of the ADP Comprehensive Services product and service suite and, where applicable and relevant, effectively demonstrate the value of each to the client, using additional resources where available and appropriate.
Coordinate communication among the various service partners, business partners, and third parties.
Work with clients to plan and deliver an effective portal rollout, resulting in client and employee utilization and satisfaction.
Use ongoing status calls to identify areas where core services can be more effectively utilized and where additional services and support can be of value.
Product knowledge includes domestic and global product platforms.
Manages the relationship along with counterparts in other divisions to ensure seamless ADP / client engagement.
Collaboration/Partnerships
Through empowerment and leadership, and with a focus on client advocacy, build relationships and coordinate with internal ADP teams and third parties, enabling seamless delivery of ADP Services and demonstrating "One ADP" and stellar service.
Work with sales teams to educate District Managers about the product and partner with them on qualified prospect calls and support reference process.
Works closely with global ADP partners for a quality rollout of new services to each country.
Onsite sales presentations with Sales team conducted as needed.
Ownership
Identify, develop, coordinate and project manage delivery of additional service opportunities.
Communicate and promote key ADP initiatives to the client (e.g., user group meetings, product enhancements, etc.).
Serve as an escalation point for all functional areas and coordinate responses and delivery of solutions.
Partners with Project Managers and internal global partners and participates in internal governance calls with Senior Leadership to communicate progress and awareness of project status and risk mitigation steps.
Leadership
Mentor and coach RM colleagues, and service team associates as appropriate, on product knowledge, process and procedure, relationship skills and development activities.
Participate in and/or lead functional Project Groups through a Team initiative, as assigned.
Be open to being mentored and coached.
Serves as knowledge source for Relationship Managers outside the team to supplement knowledge of global practices and issues.
Human Resources Consulting
Understand and stay up-to-date on clients' HR strategy and tactical needs.
Work with clients as a partner, keeping clients short and long-term HR goals in mind.
Participate in client HR planning meetings/decision-making, and help client establish and update HR plans and develop plans to meet set goals.
Partner with the Service Team to ensure quality, timeliness, and effectiveness of all work delivered.
Translate the Service Team best practice information into strategic plans that align with each client's goals, objectives, culture, mission, vision and values.
Strategic HR Best Practices Expertise
Partners with clients to proactively lead transformation and recommendations for process improvements through use of ADP's Standard Operating Procedures to ensure client adheres to defined best practices for Comprehensive Services.
Initiates ADP Change Control process when client's requirements are beyond scope of services defined in the Agreement.
Applies knowledge of global HR practices to client planning sessions.
Share best practices in managing a global workforce and creating policies that are consistent with domestic and global strategy.
Acts as service champion for US-based and liaison for global-based services.
Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
Bachelor's Degree or its equivalent in education and experience with a Major Area of Concentration in Business, Accounting, Marketing, HR
A combination of at least 10+ years with demonstrated proficiency in managing large, complex national or multi-national client account relationships with multi--process HCM technology and outsourcing services.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Demonstrated proficiency in managing larger more complex client account relationships with multiple products.
Experience with global companies preferred. Extensive experience building relationships and understanding a client's needs is essential.
Prior experience managing service recovery required.
Expert knowledge of ADP's infrastructure and ADP's traditional and new product/services in business processing, outsourcing, and global support required.

Keywords: TSR Consulting Services, Inc, Tempe , Client Relationship Manager, Executive , Tempe, Arizona