Senior Service Relationship Manager - Temporal contract

ADP; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global service provider seeks a Senior Service Relationship Manager in Milan, responsible for managing client relationships and ensuring client satisfaction. The role requires strong account management skills, project coordination experience, and expertise in client communication. Candidates should have a Bachelor's degree and proficiency in English, with additional languages being a plus.

Competenze

• 3-5+ years of account management or client-facing experience.
• 1+ year of project management or coordination experience.
• 1+ year in people/project team management or payroll services.

Mansioni

• Serve as the single point of contact for client relationships.
• Facilitate resolution of serious issues escalated from service teams.
• Conduct regular service reviews and ensure client satisfaction.

Conoscenze

Account Management

Client Relationship Management

Project Management

Communication Skills

Multinational Work Experience

English Proficiency

Formazione

Bachelor's Degree or equivalent

Strumenti

Microsoft Office

Descrizione del lavoro

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Senior Service Relationship Manager - Temporal contract, Milan

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Client:

ADP

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

850fad090c3e

Job Views:

7

Posted:

19.08.2025

Expiry Date:

03.10.2025

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Job Description:

Position Description

Senior Service Relationship Manager - Temporal contract

The Senior Service Relationship Manager will serve as the single point of contact ("SPOC") and accountability to the outsourced services to the client/s supported by ADP. Together with the ADP Regional Service Relationship Managers and the Global Service Relationship Manager, the FSRM will form the ADP Regional Service Delivery team and shall serve as the key provider of Services delivered from ADP to our client/s in the region.

Purpose

• Voice of the Client within ADP, advocating for client desired outcomes
• Manage multi country/multi region/multi product portfolios of clients (manage across multiple time zones)
• Responsible for the overall health of the client relationship and position of ADP as the provider of choice for our clients.

Function

• Facilitate resolution of serious issues that cannot be resolved by Service & Operations leadership and have been escalated
• Compile and deliver monthly, quarterly or as agreed Service Reviews (which include KPI analysis) for all services in scope for that client.
• Host calls with Implementation -- T2S -- and Client Services teams to discuss the overall client relationship/trends/hot issues where the SRM can help as agreed
• Educate client on new products and enhancements, encouraging client adoption of these products.
• Owner of NPS closed loop feedback for SRM regional/global contacts surveyed, providing trends and voice of the client information from those results [Owner of regional/global NPS improvement actions, when needed]
• Support contractual & commercial questions where there is no SCP/CSE

Key Responsibilities:

• Monitor and manage the client relationship and ensure satisfaction at headquarter level.
• Conduct regular Service Reviews on operational service delivery, and 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 client experience.
• Upselling, cross-selling, by identifying new sales opportunities within existing accounts in coordination with the sales team.
• Monitor and oversee client performance under the terms of the contract, including service delivery

Required:

• 3-5+ yr. Account management or 3-5+ yr. Client facing
• 1+ yr. Proven experience in project management and/or project coordination
• 1+ yr. People / Project team management or 1+ yr. in the field of payroll services. Outsourcing experience a plus
• Perfect communication skills in a client facing context.
• Ability and enthusiasm in animating virtual meetings involving international parties.
• International culture and ability to work in a multinational environment.
• Efficient in English. Additional languages are a plus.
• Excellent knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).

Education:

• Required: Bachelor's Degree preferred or equivalent