Client Success Manager

ADP; City of Yarra; On-site; AUD 120,000 - 155,000; Full time

Job summary

ADP is seeking a Client Success Manager in Australia to serve as the primary liaison for assigned clients, building trusted relationships with management and executives. You will ensure products and services meet client expectations and ADP quality standards while driving long-term partnership value.

You will manage client accounts, understand business needs, communicate strategy and roadmaps, resolve issues, and collaborate with internal teams to deliver strong outcomes.

Qualifications

• Strong communication, interpersonal and presentation skills.
• Solid time management and organizational abilities.
• Negotiation and influencing skills.
• Analytical, problem-solving, reporting and data-driven decision making.
• Knowledge of Payroll, Time and Attendance, and HCM practices preferred.

Responsibilities

• Manage a portfolio of client accounts and understand each client’s business to inform priorities and growth.
• Develop knowledge of client portfolio and internal landscape to align resources and contacts.
• Keep clients informed of ADP strategy, product roadmap and service evolution.
• Serve as primary point of contact for issue resolution and action tracking.
• Lead advisory discussions based on client issues and data analysis.
• Conduct regular Service Reviews and coordinate improvement actions to drive satisfaction and retention.
• Act as the voice of ADP to clients and advocate within the company.
• Collaborate with internal teams to resolve escalations promptly.
• Apply client success strategies to deliver service excellence.
• Manage contracts, renewals, and growth opportunities.
• Contribute to achieving team client retention targets.

Skills

Communication

Interpersonal skills

Presentation

Time management

Negotiation

Analytical thinking

Problem solving

Education

Relevant tertiary qualification in business/Technology/Marketing/Human Resources/Finance

Job description

Position Title: Client Success Manager

Reporting Line: Head of Client Success – Asia Pacific

Position Purpose:

The Client Success Manager serves as the primary point of contact for assigned clients across management and executive stakeholders, building trusted relationships and acting as a strategic advocate within ADP. The role is responsible for ensuring products and services are delivered in line with client expectations and ADP’s service and quality standards, while strengthening long- term partnership value through professionalism, client focus, and a strong understanding of HCM processes.

Key Responsibilities

• Manage a portfolio of client accounts across a broad range of products, services, and business lines, building a deep understanding of each client’s business to influence current priorities and future strategic needs
• Develop strong knowledge of the client portfolio and internal landscape to align resources, key contacts, and opportunities in support of service delivery agreements and ADP’s broader presence
• Ensure clients are kept informed of ADP’s strategy, product roadmap, and service evolution to meet expectations and strengthen advocacy
• Serve as the primary point of contact for issue resolution and tracking, assessing business impact, determining the appropriate course of action, and managing action plans in line with agreed commitments
• Lead proactive partnership and advisory discussions based on key client business issues and analysis of client data
• Conduct regular Service Reviews by analyzing operational performance against SLAs, identifying gaps with internal teams, and coordinating improvement actions with both ADP and client stakeholders to drive service quality, client satisfaction, retention, and reference ability
• Act as the voice of ADP to the client and as the client advocate within ADP
• Collaborate closely with internal stakeholders to manage and resolve significant client escalations in a timely and effective manner
• Apply effective client success strategies to deliver consistent service excellence
• Manage contracts, renewals, additional business opportunities, commercial gestures, and claims as required by product and client context
• Contribute to the achievement of team client retention targets
• Maintain a strong understanding of each client’s business to respond to evolving needs and identify growth opportunities
• Protect recurring revenue by applying sound contract knowledge to support profitability, service quality, and long-term partnership value
• Identify opportunities across Sales, Managed Services, Implementation, Legal, and other internal teams to deliver stronger client solutions while proactively promoting ADP’s products and services
• Establish and maintain strong working relationships across the broader ADP organization to support client needs effectively
• Build and maintain a client portfolio that includes a diverse range of referable clients
• Ensure client reference ability is accurately maintained and kept up to date in CRM systems
• Participate in internal initiatives, championships, and stretch assignments as

Required

• Strengthen HCM knowledge through ongoing internal and external learning opportunities
• Ticket reviewing with clients and support to provide closure within the defined SLA.
• Partner with internal stakeholders to resolve client issues and provide timely closure updates to sustain high levels of service satisfaction
• Perform other duties as required from time to time in support of business and client needs

Experience

• Minimum 5 years of experience in client success, relationship management, or a related operational role
• Demonstrated track record of building strong client relationships and driving retention across medium to large organizations
• Exceptional communication, interpersonal, and presentation skills
• Strong time management and organizational skills
• Strong negotiation and influencing skills
• Proven ability to think creatively and identify practical opportunities to strengthen client relationships and improve profitability
• Strong analytical, problem-solving, reporting, and metric-driven decision-making capability
• Knowledge of Payroll, Time and Attendance, and HCM industry practices preferred

Certifications /Qualifications

• Relevant tertiary qualification in a business/Technology/Marketing/Human Resources/Finance

A little 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 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. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

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. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.