ADP
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Customer Service Manager II
role at
ADP
ADP is hiring a Key Account Executive. The Key Account Executive (KAE) strengthens the connection with clients through service and consultation and acts as the Retirement Services subject matter expert. They provide consulting to strategically drive results with the goal of increasing client satisfaction and retention.
In this position the KAE ensures the delivery of Service Excellence, improves overall client relationships, and manages complex client issues while working with internal teams to resolve escalated matters. Travel may be required.
ADP is driven by your success. We engage your unique talents and perspectives, welcome your ideas on how to do things differently and better, and if success motivates you, you belong at ADP.
Responsibilities
Consult and partner with assigned client issues, Service/Operational Teams, Sales and Market leadership to evaluate and deliver on client needs.
Drive client retention and communicate the Retirement Services value proposition, creating and executing an issue resolution and retention strategy.
Participate on task force or project teams focusing on strengthening client relationships.
Design and execute improvements for processes and procedures to meet established goals.
Set and manage client expectations and activity, including identifying additional service opportunities and coordinating delivery of ADP Retirement services and products.
Act as the escalation point person for complex client or advisor issues, coordinating internal stakeholders and bringing issues to resolution.
Communicate consistently with clients and internal teams.
Provide continuous inter and intra departmental communication to enhance market effectiveness in dealing with critical client issues.
Work with the Senior Director to develop and implement best practices and service challenges to enhance delivery.
Generate revenue through needs analysis and presentation of new and optional products and services.
Conduct financial analysis of client relationships and provide perspectives on the value of services.
Perform other related duties as assigned.
Qualifications Required
Over 5 to 8 years of service or relationship management experience in a fast‑paced service environment.
At least 5 years of successful business leadership experience.
Progressive management experience in consulting or large corporate environment.
Experience or familiarity in the Retirement Services industry a must.
Must have experience with multiple larger complex clients or advisor relationships and dealing with a broad range of HR‑related areas at senior levels of organizations.
Bachelor's Degree or equivalent in education and experience.
Preferred Qualifications
Strong understanding of the 401(k) product and industry. ASPPA QKA, QPA, or CPC credential preferred, but not required.
Demonstrated ability to drive results through individual efforts and influencing others without authority over them.
Strategic thinking and ability to assess needs and provide innovative solutions to assist clients in meeting their business objectives through ADP's products and services.
Excellent verbal and written communication skills, including presentation skills.
Understands and can explain client pricing and profitability.
Responds to internal and external requests for financial, client service, and other reporting requirements.
Ability to manage multiple priorities and deliver high‑caliber results.
Demonstrated ability to lead others through tough situations.
Must possess an executive presence and skills to build strong, working relationships from front‑line people to Senior Executives across business units and with clients.
About ADP We are a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and are a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down‑to‑earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP ADP is committed to an inclusive, diverse and equitable workplace and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.
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Customer Service Manager II
role at
ADP
ADP is hiring a Key Account Executive. The Key Account Executive (KAE) strengthens the connection with clients through service and consultation and acts as the Retirement Services subject matter expert. They provide consulting to strategically drive results with the goal of increasing client satisfaction and retention.
In this position the KAE ensures the delivery of Service Excellence, improves overall client relationships, and manages complex client issues while working with internal teams to resolve escalated matters. Travel may be required.
ADP is driven by your success. We engage your unique talents and perspectives, welcome your ideas on how to do things differently and better, and if success motivates you, you belong at ADP.
Responsibilities
Consult and partner with assigned client issues, Service/Operational Teams, Sales and Market leadership to evaluate and deliver on client needs.
Drive client retention and communicate the Retirement Services value proposition, creating and executing an issue resolution and retention strategy.
Participate on task force or project teams focusing on strengthening client relationships.
Design and execute improvements for processes and procedures to meet established goals.
Set and manage client expectations and activity, including identifying additional service opportunities and coordinating delivery of ADP Retirement services and products.
Act as the escalation point person for complex client or advisor issues, coordinating internal stakeholders and bringing issues to resolution.
Communicate consistently with clients and internal teams.
Provide continuous inter and intra departmental communication to enhance market effectiveness in dealing with critical client issues.
Work with the Senior Director to develop and implement best practices and service challenges to enhance delivery.
Generate revenue through needs analysis and presentation of new and optional products and services.
Conduct financial analysis of client relationships and provide perspectives on the value of services.
Perform other related duties as assigned.
Qualifications Required
Over 5 to 8 years of service or relationship management experience in a fast‑paced service environment.
At least 5 years of successful business leadership experience.
Progressive management experience in consulting or large corporate environment.
Experience or familiarity in the Retirement Services industry a must.
Must have experience with multiple larger complex clients or advisor relationships and dealing with a broad range of HR‑related areas at senior levels of organizations.
Bachelor's Degree or equivalent in education and experience.
Preferred Qualifications
Strong understanding of the 401(k) product and industry. ASPPA QKA, QPA, or CPC credential preferred, but not required.
Demonstrated ability to drive results through individual efforts and influencing others without authority over them.
Strategic thinking and ability to assess needs and provide innovative solutions to assist clients in meeting their business objectives through ADP's products and services.
Excellent verbal and written communication skills, including presentation skills.
Understands and can explain client pricing and profitability.
Responds to internal and external requests for financial, client service, and other reporting requirements.
Ability to manage multiple priorities and deliver high‑caliber results.
Demonstrated ability to lead others through tough situations.
Must possess an executive presence and skills to build strong, working relationships from front‑line people to Senior Executives across business units and with clients.
About ADP We are a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and are a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down‑to‑earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP ADP is committed to an inclusive, diverse and equitable workplace and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.
#J-18808-Ljbffr