Director Relationship Management

The Client Loyalty Team is the voice of Compliance Solutions clients and the ADP relationship steward to create a healthy client experience. The Client Loyalty Team is impactful in ensuring relationship stability that enables client retention and revenue growth delivering on measurable client outcomes. The Client Loyalty Director is an essential role providing mentoring and leadership to Relationship Managers (RM) tasked with managing strategic clients. The Director cultivates and maintains strategic partnerships with Client Executive Sponsors, and internal ADP stakeholders at all levels. The Director translates the Compliance Solutions strategy into action leading their team to effectively partner with clients, across ADP internal partners and inspires the team establish depth in understanding of a client's business and needs to align ADP service execution, deliver insights for optimization, and introduce new services or products.
In partnership with the Vice President of Client Loyalty, the Director is responsible for delivery of a strong performance from their direct and indirect reports and assigned portfolio of standalone Compliance Solutions clients meeting or exceeding retention, growth, client satisfaction, and relationship governance objectives. The Director also provides coaching and mentorship guiding Associate career development.
This role requires a strong combination of consulting, account management, sales, relationship building, and analytic skills.
RESPONSIBILITIES
Relationship Management Leadership:

• Effectively manage across ADP to understand the hidden elements within the organization that impact the client and the business.
• Ability to identify and effectively establish relationships with the critical decision-makers are within the disciplines we generally support (HR, IT, Operations and Finance).

• Assist RMs in the creation and delivery of relevant industry updates, presentations, and service performance reviews customized to a particular client's needs in a manner that supports and helps their business.
• Developing clear client retention strategies that support Client expected outcomes, and builds highly effective customer relationships.

• Leads and fosters relationships with other ADP organizations to cross-functionally coordinate and build and integrated seamless service model across groups supporting ADP clients.

Contract Management and Success Measurements:

• The Director understands all components of their team's portfolio of contracts, including pricing components, service level agreements and the clients' service history to ensure contract compliance of both the Client and ADP.
• Provide guidance in support of execution of contract renewal and lead negotiations as necessary.
• Partnership with Sales on revenue expansion opportunities with the RM's book of business and leveraging all available resources necessary to defeat a competitive threat.
• Report 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 and facilitate change.

QUALIFICATIONS:

• At least 5 years of experience supervising a professional staff.
• At least 8 years of managing client facing relationships, selling, and consulting with large enterprises, matrixed, and global clients.
• Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management
• Strong conflict management and resolution experience.
• Experience with HCM, Payroll, ERP, HR, or other software and professional services.
• Experience with Client Lifecycle Management from development to implementation and ongoing account management and support.
• Ability to travel 40% - 50%.
• Possesses strong presentation skills, Executive Presence, business acumen and deep knowledge of the client and ability to articulate and manage to clients' desired outcomes.
• Excellent verbal and written communication, and presentation skills.
• Ability to effectively manage multiple and complex relationships and competing priorities.
• A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experience could include the skills above.
• Remote possibility, preference within proximity to client book of business and major airport.

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