1+ months

Senior Client Success Manager - 171921

Mulgrave, Victoria
  • Job Code

Position Title: Service Relationship Manager

Position Purpose:

MNC SRM acts as a primary point of contact and ensures services are provided in alignment with ADP service & quality standards for our local, regional & global MNC clients. The SRM is the key client advocate and liaison, responsible for ensuring high level of service and overall client satisfaction across the HCM spectrum. This is accomplished by establishing strong relationship with key client & ADP stakeholders, identifying and analyzing service metrics & processes to ensure client satisfaction (NPS), high retention rate, referenceability and opportunities for revenue growth. Additionally, overseeing the resolution of complex client inquiries, handling client escalations, and by building and maintaining internal and external relationships. He or she will serve as the primary contact for managing relationships with the assigned client contacts at Management and Executive Levels. The individual will lead proactive partnering and consulting based on client key business issues and analysis of client data.

The MNC SRM will coordinate with and align knowledgeable, engaged, client-focused account support teams. Through leadership across the client portfolio, the individual will be responsible for providing feedback to client service managers regarding situations that can affect one or multiple countries and for keeping ADP business units informed on activity/projects within each client's space. Will monitor activities & influence/mobilize all the MNC stakeholders to ensure that client satisfaction is maximized, from Sales Handover/Implementation thru the entire client "life cycle" with ADP (from handover to contract renewal as required for SL). May act as a key contributor for LOA & contract renewal negotiations.

Key Responsibilities:

  • Transition to Service: Participate in the client service transition meeting with implementation and operational teams to clarify internal team and client organization R&R, outstanding implementation issues to ensure successful transition to the ADP MNC service model.
  • Establish and Maintain Relationships: Build strong relationships with key stakeholders within the client organization and ADP. Develop a thorough knowledge of the client portfolio and internal culture to align the resources, contacts and opportunities to deliver on the service delivery agreements, and ADP's presence. Ensure client is informed on ADP strategy, products and services evolution. Goal is to deliver on client expectations and create "Promoters"
  • Monitor and manage: Communicate regularly with client to evaluate service satisfaction and to interface on service engagement and delivery questions. Utilize performance reporting for analytics, progress reporting and action planning. For instance, key drivers for NPS and action planning. Stay informed about client's needs and organizational changes to ensure ADP is aligned effectively with the client.
  • Conduct regular Service Reviews to provide value to clients and ADP by analyzing operational trends against SLA, and working with operational teams to identifying gaps and coordinating with ADP and clients to drive consistent quality of service delivery and consistent service improvement. Review service trends / get well plan in monthly operation meeting or quarterly business review (QBR) meeting.
  • Act as primary point of contact for client escalation through resolution/tracking. Assess impact of issues and assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements.
  • Additional Job Responsibilities that apply to associates with SL Clients on Commercial responsibilities, contractual management, renewal, LOA, exit fees, commercial gestures and claims.
  • Participate in internal team championships as projects as required
  • Build HCM knowledge through ongoing internal and external learning opportunities
  • Perform other related duties as assigned. 

ADP Leadership Expectations :

Business Leadership

  • Strategy and Planning: Answers the question "Where are we going?"
  • Results Accountability: Focuses on ensuring we attain objectives
  • Financial Management: Applies understanding of ADP financial levers to achieve business results

People Leadership

  • Impactful Communication: Flexes Communication methods to engage with people
  • Building Talent: Deliberately builds capability for short and long term
  • Relationship Building: Develops internal and external relationships required for success

Market Leadership

  • Client Focus: Explicitly factors client perspective into decision making
  • Outside -- In Perspective: Understands and acts upon trends in the external market
  • Bias for Growth: Takes bold action to strengthen business results


  • Minimum 5 years of related implementation, account or relationship management or operational experience
  • HR, payroll, HRIS and/or system implementation knowledge (desirable)
  • Ability to prioritise critical client issues and initiate a sustainable resolution
  • Time management and organisational skills
  • Problem-solving and analytical skills
  • Negotiation and influencing skills
  • Proven ability to build relationships
  • Ability to understand the architecture/structure of systems
  • Excellent communication and presentation skills
  • End-to-end project management skills

Qualifications / Certifications : 

  • Relevant tertiary qualification in Business/Technology/Marketing/Human Resources/Finance 

Skills : 

  • Stakeholder management
  • Results accountability
  • Planning and organising
  • Team Player
  • Proactive
  • High level of communication skills
  • Ability to work under pressure
  • Flexible
  • Service excellence
  • Consulting
  • Negotiating and influencing
  • Collaboration
  • Accountable
  • Autonomous
  • Highly organised

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2019-05-21 Expires: 2019-08-18

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Senior Client Success Manager - 171921

Mulgrave, Victoria

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