Director, Relationship Management

ADP; Burnaby; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading company is hiring a Director of Relationship Management to oversee the mid-market relationship management team. This pivotal role involves building strategic partnerships with clients, ensuring client satisfaction, and leading a high-performing team. Ideal candidates will bring extensive client service leadership experience and a passion for client success in a dynamic environment.

Benefits

Ongoing training and development opportunities

Tuition reimbursement program

Flexibility to integrate work and personal time

Qualifications

• Minimum 7-10 years of people leadership in a client-facing role.
• Experience managing business/P&L across KPIs such as NPS and Retention.
• Bilingualism in English/French is strongly preferred.

Responsibilities

• Responsible for executing client support and retention strategies.
• Leads a team of Client Relationship Managers to ensure client satisfaction.
• Collaborates across all functions to enhance client experiences.

Skills

Client service skills

Communication skills

Negotiation skills

Leadership

Change management

Education

Bachelor's Degree or equivalent in management

Job description

Description

ADP is hiring a Director, Relationship Management

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
• Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

As a Director, Relationship Management, in this position, reporting to the VP, you'll help our clients leverage ADP's exceptional business and technology solutions so they can focus on what matters most to them - growing their business.

ADP is looking for a leader for the Mid-market relationship management team. This is an influential role, with a team of over 13 professional relationship managers supporting ADP's clients. The role is an important pillar of the Client Success and is responsible for the health & optimization of our clients that use ADP Technology and HR services.

In addition to building strategic partnerships with our clients that choose ADP for their HR Technology needs; the role is also critical to maintaining ADP's position as the premier provider of Human Capital Management solutions. If you are interested in driving client strategy, building client relationships, managing a team, and are looking for a great growth opportunity, consider this role!

Ready to #MakeYourMark? Apply now!

To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/

Summary:

• Assists the Client Success and Service Delivery Senior Leadership in creating a strategy for account coverage while building relationships with our clients and associates. This requires a strong combination of leadership, account management and relationship skills. The role is responsible for directing the overall client relationship and retention strategies through the leadership of the Mid-Market Relationship Managers.
• Demonstrates awareness and understanding of strategic goals and priorities of ADP, Human Capital Management (HCM) Product Growth strategy, and our clients.
• Gains commitment, alignment, and engagement to advance the interests of the Department and our clients supporting ADP Mission, Vision and Values.
• Ensures the delivery of World Class Service and the development/improvement of the overall client relationships including satisfaction and retention.
• Understands the perspective of the client and takes proactive steps to maximize client satisfaction, including building and communicating with stakeholders the client outreach programs as applicable.
• Builds a talent acquisition and retention strategy that puts the associate first -- you have a proven track record of building and sustaining high performing teams & culture.
• Responsible for developing the skills, competencies, client strategies and business/financial acumen of each of the team members.
• Contributes to achieving growth objectives through Sales leads and support and loss prevention programs to support the Service and Sales organizations.
• Key success metrics include year over year increases in metrics related to customer satisfaction indexes, client retention rates, associate Engagement and retention, number of reference-able clients and business growth measured by Sales/Starts/Upgrades/Revenue.

WHAT YOU’LL DO: Responsibilities
What you can expect on a typical day:

• Responsible for executing the direction of client support and retention strategies through the leadership of the Client Relationship Managers.
• Collaborates across all functions and business segments including Sales, Implementation, Service Centers, Support Centers, Legal, Finance, Product, Marketing, and other partners to ensure strategic, effective, efficient processes and client satisfaction.
• Ensures alignment to the Client Service Executives and service center model.
• Implements relationship management tools, initiatives, and organizational structures to meet changing client demands.
• Executes and upholds relationship management program standards, while seeking to innovate and evolve those programs.
• Prepares associates for growth opportunities and acts as a coach/mentor.
• Provides guidance, coaching and assistance as needed to ensure their development and professional growth.
• Supports the Relationship Management team in handling complex, escalated, and unresolved client issues. Is the primary point of escalation for the team & our internal partners such as Sales & Implementation.
• Collaborate with other Leaders and Executives on operational, financial, staffing and/or training strategies.
• Responsible for developing metrics, root cause reporting, client executive debriefs, health of the client reporting and all other data required to communicate the update/success/progress of the client experience.

TO SUCCEED IN THIS ROLE: Requirements

• Minimum 7-10 years of people leadership in a client-facing role (relationship management, client service, implementation, B2B experience preferred)
• Superior client service skills (both verbal and written communications) and strong active listening skills
• Expert level communication, influence, and negotiations skills with C-Suite Executives and internal stakeholders
• Ability to quickly consolidate and understand data around client success metrics (experience managing a business / P&L across a balanced set of KPIs such as NPS, Retention, Margin analysis are a must)
• Strong change management & transformational leadership. The successful candidate will have a proven track record of designing and implementing programs to drive client success
• Ability to collaborate and work effectively within cross functional teams, builds consensus, and breaks down organizational barriers

BONUS POINTS FOR THESE: Preferred Qualifications

• Bachelor's Degree or equivalent in management experience.
• English/French Bilingualism is strongly preferred.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Create. Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for? Apply today!
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