Senior Service Relationship Manager
The Senior Service Relationship Manager will be the single point of contact and accountability for outsourced services to clients supported by ADP.
This role will form part of the ADP Regional Service Delivery team, responsible for providing key services delivered from ADP to our clients in the region.
Purpose:
* Voice of the Client within ADP, advocating for client desired outcomes
* Manage multi-country/multi-region/multi-product portfolios of clients across multiple time zones
* Responsible for the overall health of the client relationship and position of ADP as the provider of choice
Function:
* Facilitate resolution of serious issues escalated from Service & Operations leadership
* Compile and deliver monthly/quarterly Service Reviews (including KPI analysis) for all services in scope
* Host calls with Implementation, T2S, and Client Services teams to discuss client relationships/trends/hot issues
* Educate clients on new products and enhancements, encouraging adoption
* Owner of NPS closed loop feedback, providing trends and voice of the client information
* Support contractual and commercial questions where no SCP/CSE exists
Key Responsibilities:
* Monitor and manage client relationships, ensuring satisfaction at headquarters level
* Conduct regular Service Reviews on operational service delivery and ADP updates on products and services
* Act as primary point for client escalation through resolution/tracking
* Create, maintain, and manage action logs to improve the client experience
* Upselling and cross-selling by identifying new sales opportunities within existing accounts
* Monitor and oversee client performance under contract terms, including service delivery
Requirements:
* 3-5+ years' account management or 3-5+ years' client-facing experience
* 1+ year's proven project management and/or coordination experience
* 1+ year's people/team management or experience in payroll services; outsourcing experience a plus
* Excellent communication skills in client-facing contexts
* Ability to animate virtual meetings involving international parties
* International culture and ability to work in multinational environments
* Fluent in English; additional languages a plus
* Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Education:
* Required: Bachelor's Degree preferred or equivalent