The Director, Client Relationship Managemente is responsible for leading a team of strategically focused Relationship Managers in servicing clients and meeting business goals and objectives. Ensures delivery of stellar service to build and improve client satisfaction and retention. Manages team performance to ensure demonstrated product expertise, effective client support, and focus on client relationships. Responsible for personally building and maintaining relationships with decision makers of clients on the team’s base with the goal of retaining the client’s business and ensuring client satisfaction. Team management responsibilities also include managing team base assignments, budget management, associate needs, hiring, performance management, and talent development.
RESPONSIBILITIES:
Team Management – Manages a team of Relationship Managers to provide stellar service to their assigned base of clients in line with established policies, practices and procedures. Establishes clearly defined individual goals and objectives that align to department goals and communicates these to associates through team meetings and performance planning and manages performance to them. Evaluates the team’s client base to ensure efficient distribution of client responsibility within the team. Provides guidance around service model process, tool utilization, and world class service initiatives
Client Management – Provides input to establishing and monitors key and other documentation to effectively manage client satisfaction and retention. Serves as an escalation point for the team on client concerns and works with team members, and others as necessary, to positively impact the client.
Client Relationships – Coaches team members on building client relationships at multiple levels of the organization. Personally builds and maintains relationships with clients’ key decision makers. Participates in account review and partnership meetings. Communicates and coordinates with Relationship Managers and Sales, as appropriate, to fully service the client and maximize client relationships.
Client Retention – Works with team to recognize client “warning signs” and develop and implement retention strategies for any clients at risk. Understands contract status of assigned clients and works with necessary contacts, including Relationship Manager if assigned, to negotiate contract extensions and addendums as appropriate.
Talent Management – Recruits and selects new talent. Ensures timely and effective training is provided, to enhance the skill base of the team. Recognizes and rewards superior performance and top performers. Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates. Ensures effective and relevant individual development plans are in place. Provides input to department talent management process and strategies.
Departmental & Region Support – Provides input into key strategies in line with regions/division objectives. Develops and executes plans to implement key strategies. Provides input to, implements, and supports division, region, and department programs and initiatives. Leads or participates in region and division project teams. Functions as a regional representative to provide product feedback, manage key performance metrics, and evaluate tool enhancement opportunities. May assume responsibility for leading, coordinating, and administering region/department initiatives (i.e., EOC, Quality Survey, User Group Activities, survey recognition, etc). May act as the designated back up to the Client Services Executive, which may include providing guidance to Solution Center Managers, handling client escalations, and serving as the CSE’s proxy in region/division meetings and projects.
Financial Management – Works with team and Sales to identify opportunities to generate revenue. Manage assigned budget including expense management and budget projections.
Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
Bachelor’s degree or the equivalent in education and experience
At least 8 years of experience directly related experience
At least 5 years of people leadership experience
Willingness to work full time from the ADP La Palma office; not available for remote
Regional travel up to 30%
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
HCM industry experience
MBA or advanced degree
Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to manage a team and develop leaders
Strong client relationship building skills
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
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