Principal Client Success Relationship Manager

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

Job summary

A global provider of human capital management solutions is hiring a Principal Client Success Relationship Manager in Burnaby, Canada. This role demands a strong background in client service and relationship management, with 7-10 years of experience. The successful candidate will ensure client satisfaction and work closely with various internal teams to enhance client experiences. This position offers growth and the chance to be part of a supportive, inclusive company culture.

Benefits

Focus on mental health and well-being

Ongoing training and development opportunities

Flexibility to balance work and personal time

Qualifications

• Minimum of 7-10 years of experience managing large client relationships.
• Superior verbal and written communication skills.
• Ability to collaborate effectively within cross-functional teams.

Responsibilities

• Manage client expectations and satisfaction.
• Engage and build relationships with key decision makers.
• Act as liaison between client and internal teams.

Skills

Client Service

Relationship Management

Communication Skills

Negotiation Skills

Cross-functional Teamwork

Education

Bachelor's Degree or equivalent experience

Job description

Overview

ADP is hiring a Principal Client Success Relationship Manager

• 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?

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/

Responsibilities

• This role is the primary point of accountability and is responsible for setting and managing the client expectations.
• Develops and enhances business partnerships by fully engaging and building trust with our client's key decision makers to drive client satisfaction, retention, and an overall positive client experience for the Major and National Accounts Comprehensive Services clients.
• Possesses an understanding of our clients' business objectives and requirements to proactively demonstrate and deliver increased value through the life cycle of the client.
• Proactively delivers increased value by demonstrating continuous improvement and change management best practices throughout the life cycle of the client.
• Understands and support our client's business objectives and strategic direction through utilization of our offering.
• Acts as a liaison between the client and ADP by serving as an empowered internal client advocate and coordinating communication among the various internal business partners including implementation, service, HRBP, sales and other support teams.
• Proactively works with the client as their needs change and grow to ensure product alignment is optimal.
• Responsible for maintaining client satisfaction and client retention; oversees the entire client experience.
• Partners with ADP Sales for alignment and sales opportunities through communication of the business, governance, and service delivery model through sales presentations for prospective clients.
• Creates strategic account reviews and determines goals and objectives for the client.
• Monitors and manages the change and risk associated with the client's business requirements, applies communication skills, and partners with the client to successfully manage change with ADP Standard Operating Procedures and incorporates Change Control process as applicable with the ADP Team.
• Shares information internally and with Product Management to ensure our technology and services maintain competitive advantage.

Requirements

• A minimum of 7-10 years of progressive career experience with demonstrated proficiency in managing large, complex client account relationships (Client Service, Relationship Management, B2B experience preferred).
• Extensive experience building relationships with clients is essential.
• Superior client service skills (both verbal and written communications) and strong active listening skills.
• Expert level communication, influence, and negotiations.
• Ability to collaborate and work effectively within cross functional teams, builds consensus, and breaks down organizational barriers.

Preferred Qualifications

• Bachelor's Degree preferred or equivalent experience in a relationship or account management role.
• An understanding of ADP's infrastructure and ADP's tradition and new product/services business processing and outsourcing is helpful.
• Prior experience in HCM or HR is beneficial.

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.
• 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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