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.

The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of bonus, equity, or commissions.
If you are a salaried or hourly worker who works an average of 32 hours or more hours per week, we offer the following benefits:
• Medical, Dental, Vision, Life Insurance, Matched 401(k), Student Loan Repayment Program, Wellness Program, Short and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more
Compensations range for U.S. Nevada Residents: $103,900-$148,105 / year
Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.