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