Senior Service Success Manager

Il y a 6 mois

Lyon, France ADP Temps plein

**ADP Celergo, Streamline, Etime, GlobalView** Service Organization is committed to providing World Class Service to clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.

Client Success Manager are responsible for relationship management as well as operational oversight of outsourcing services delivered to a portfolio of multinational clients, with high levels of service complexity. Key responsibilities include forming a solid dialogue with senior management to ensure clients satisfaction, an excellent retention rate and revenue growth.

**Role objective**:
Client Retention & Strategic Alignment
- Build a good relationship with the client at senior management level by developing thorough knowledge of their portfolio, HCM strategies, industry and internal culture.

Service Delivery
- Operational oversight of all services delivered and escalation management as SPOC (Single Point of Contract), problem solving and issue resolution.

Contract Management
- Manage, negotiate renewals and additional business as well as all other commercial transactions.

Communications
- Champion ADP's brand, leadership products and services to ensure client engagement.

Client Engagement and Encouragement of references - Increase the reference client base by getting your clients actively involved in the ADP CSL Client Reference Program and client survey initiatives.

**Responsibilities**:
Monitor and manage the client relationship and ensure satisfaction at headquarter level.

Advocate your clients' needs and the efforts of other business units within the ADP organization that are outside your direct influence. Produce results while acting seamlessly as SPOC to the client.

Conduct regular Service Reviews on operational service delivery, ADP updates on products and services.

Act as primary point for client escalation through resolution/tracking.

Create, maintain and manage the action log to improve the clientexperience.

Facilitate the client in the adoption of ADP Central Services and support them in the move to ADP Celergo Streamline's service model (i.e. Consolidated Reporting, Connectivity Projects).

Deliver presentations to internal and external executives.

Upselling, cross-selling, by identifying new sales opportunities within existing accounts in coordination with the sales team.

Submit proactive recommendations on improvement of client relationship, and internal ADP processes.

Conduct regular Quarterly Business Reviews to review andalign client & ADP strategy.

Monitor and oversee client performance under the terms of the agreed contract, including service delivery, service objectives, SLAs and operating level compliance.

Deliver service metrics in line with contractually agreed SLAs and client specifics.

Portfolio management and case management using the CRM tool.

**Qualifications**:
Experience/Skills:
5+ yrs. Account Management or 5+ yrs. Client facing experience,

3-5+ yrs. Strategic management,

3-5+ yrs. Proven experience in project management and project coordination

2+ yrs. People / Project team management or 2+ yrs. in the field of payroll services/outsourcing experience.

Perfect communications skills in a client facing context.

Ability and enthusiasm in animating virtual and face to face meetings involving international parties.

International culture and ability to work in a multinational environment.

Efficient in **English** and **French**. Additional languages are a plus.

Excellent knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).

**Education**:
Bachelor's Degree preferred or equivalent

**Key Interfaces**:
Manager of Service Relationship (direct reporting)

Sr Director of Service Relationship

Finance Department (financial questions)

Partner Managers (partner issues)

Implementation Coordination (client handover)

Global Relationship Management team

**Key Performance Indicators**:
Client Retention

Client Engagement

Client Satisfaction

Client at Risk

AR Position of total client base

Portfolio increase (additional business)

**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.

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