Senior Client Success Manager

To act as the Senior Client Success Manager for a portfolio of high value clients with the aim of improving the client experience, strengthening client relationships, and increasing client retention

The Senior Client Success Manager will add additional responsibilities and levels of focus in specific areas outside of team management, supporting the wider Client Success & Service Management department, as detailed below.

The Senior Client Success Manager will demonstrate skill & knowledge in the 5 key areas below:

• Stakeholder Management (Senior level engagement & Change Ambassador to the business)
• Support & Guidance (Regularly & actively provide support & guidance to others)
• Process (Subject matter expert & ‘go to person’)
• Commercial Awareness (Consultancy & sales leads)
• Customer Orientation (Demonstrated ability successfully managing ADP’s highest profile clients through service excellence)

• →Develop and execute Account/ Success Plans in conjunction with Sales, Service and any other ADP associates required
• →Responsible for delivering the customer experience to a defined portfolio of clients
• →Help develop and communicate a robust communication process across the defined portfolio of clients
• →Find and close new revenue opportunities within the portfolio of clients, through understanding of the ADP value proposition and sales indicators
• →Manage the customer contract e.g., SLA, KPI’s, volumes and price reviews
• →Drive engagement of senior ADP associates with client portfolio
• →Drive open and honest communication within ADP
• →Develop an effective working relationship with the relevant Heads of Service, Service Team Managers, Payroll Specialists and Client Support Specialists
• →Ensure that all aged debtor issues are concluded
• →Monitor and review customer metrics to adapt Account Plans
• →Develop and maintain awareness of ADP policies and procedures
• →Personally, manage relationships with nominated clients
• →Leadership of projects as required by the business
• →Develop and own the Focus Areas for self
• →Recognition of product or service improvements as required by clients and the feedback of those to the product development team
• →Act as a role model and an ambassador of change demonstrating positivity, enthusiasm and encouragement to others
• →Informally coach other Client Success Managers
• →Perform other duties as required and as the Business dictates

• To deliver improved client experience and client retention
• To deliver stronger relationships between ADP and the clients across the team’s portfolio
• To identify and close additional revenue opportunities for ADP
• To create strong, multi-level business to business engagements between ADP and its clients
• To drive increased engagement with decision makers within the client business
• To create strong c-level relationships and provide thought leadership to the client

In addition to the above, the Senior Client Success Manager will have demonstrated and continue to demonstrate the following:

• Clientele - the Senior Client Success Manager will have a higher focus on larger revenue and more complex clients, for new & existing business, subject to current workload.
• Internal Change Management - The Senior Client Success Manager will be a role model for consistently demonstrating a high level of emotional intelligence & will be an ambassador for change. Supporting the Management Team in demonstrating positivity and enthusiasm whilst encouraging others to embrace change.
• Internal Cross Department Relationships – Will actively build and leverage relationships to aid with the client experience and promote individual and department brands.
• Business Acumen – Will be confident in their own decision making, able to assess situations and take appropriate action, consistently ensuring the best outcome for the client and ADP.
• Informal Coaching – Will coach Client Success Managers to increase knowledge, skills and confidence.

• Excellent analytical and presentation skills are required, with the confidence to deliver at CxO level
• Ability to act as a promoter for ADP
• Relationship building, internal to ADP and with Clients
• Influencing and negotiation at all levels to CxO
• First class oral and written communication skills
• Ability to sell consultatively
• Teamwork and co-operation
• Financial and commercial acumen
• Lateral thinking, innovation and problem solving
• Will to win and tenacity
• Proficient with Microsoft Office
• Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors

• Knowledge of HR & Payroll drivers and processes is an advantage
• Prior knowledge of Client Success is an advantage
• Knowledge of Net Promoter System is an advantage

• Good understanding of payroll legislation and working practices within a bureau environment is desirable.                                          

In addition to the above, the Senior Client Success Manager will have:

• Demonstrated a proactive focus on personal development
• Demonstrated networking – proven strong relationship building skills with other internal ADP departments
• Clear drive and ambition to take on additional challenges whilst managing workload effectively

• Demonstrated ability to influence C-suite relationships both internally & externally
• Extensive financial and commercial awareness with a proven track record of significant revenue growth opportunities year on year.

• Experience in Client Success Management gained within a technology service company (Payroll, HRIS, SaaS, IT, Telecoms)
• Experience of engaging at CxO level
• Communication management across a small portfolio of high value clients

• The role will require regular travel within the UK and on occasion may require travel within Europe, therefore flexibility and the ability to stay overnight is required
• Car owner with full driving license