Customer Service Manager II

ADP Key Account Executive

ADP is hiring a Key Account Executive. The Key Account Executive strengthens the connection with clients through service and consultation. Acts as the Retirement Services subject matter expert for the client and provides consultation to strategically drive results with the goal of increasing client satisfaction and retention. Works directly with the client or advisor and internal teams to oversee and bring resolution to complex client issues. In this position the KAE will ensure the delivery of Service Excellence and the improvement of overall client relationships including client satisfaction and client experience. Understand the perspective of the client and takes proactive steps to maximize client satisfaction, including client outreach programs as applicable. Travel may be required to support client visits and strengthen client relationships. Works with assigned Client Service Manager and / or Relationship Manager to effectively maintain, build and manage client relationships at all levels to ensure ADP Retirement Services is successfully helping clients achieve their business strategies. Responsible for driving results with clients, with the goal of increasing client experience, advisor experience, participant experience and client retention. Partners with Sales, Implementation, and Operations organization to resolve escalated and complex client issues.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. 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, Social Responsibility.

Responsibilities

• Consultant and Business Partner : Functions as a consultant and business partner to assigned client issues, Service / Operational Teams, Sales and Market leadership to evaluate and deliver on client needs.
• Responsible for driving client retention and delivering message to clients and associates regarding the Retirement Services value proposition, creating and executing an issue resolution and retention strategy that will help develop a value-based relationship with each client.
• Participates on task force or project teams that focus on strengthening client relationships.
• Designs and executes improvements for process and procedures so that established goals are met.
• Sets and manages client expectations and activity, including identifying and developing additional service opportunities and coordinating delivery of ADP Retirement services and products.
• Acts as escalation point person overseeing complex client or advisor issues, coordinating internal stakeholders and swiftly bringing issues to resolution.
• Communication : Actively and consistently communicates with clients and internal teams.
• Works with the Senior Director to develop and implement best practices and on business service challenges, product quality and solutions to enhance service delivery.
• Revenue Generation : Is responsible for the needs analysis and presentation of new and optional products and services to the client base which can help the Market reach its revenue goals and further add to the overall value proposition and client experience of the base.
• Financial Analysis : Conducts financial analyses of client relationship and provides to client and internal service team with perspective on the value of services provided, as needed.
• Performs other related duties as assigned.

Qualifications Required

Preferred Qualifications

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.

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.