Client Relations Executive - Human Capital Management

Fairygodboss; Alpharetta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Inclusive culture that values equity and belonging

Opportunities for career growth

Best-in-class benefits available from day one

Support for mental health and well-being

Job summary

Fairygodboss in Alpharetta, GA is seeking a Client Relationship Executive to lead service delivery and talent management for a dedicated team. This role requires strong leadership skills and the ability to work collaboratively with internal departments to ensure outstanding client service.

The ideal candidate will have extensive experience in account management and a solid understanding of human capital management solutions. A commitment to client satisfaction and team development is crucial.

Qualifications

• Eight years managing small to mid-size clients focused on strategic account management.
• Five years in General Management or Client Success Management.
• Comfortable with technology and software learning.

Responsibilities

• Lead service and talent management for assigned team and clients.
• Monitor client satisfaction and manage escalated issues.
• Ensure key performance indicators are met.

Skills

Client relations

Analytical skills

Project management

Presentation skills

Education

Bachelor's Degree or equivalent experience

Tools

Microsoft Office Suite

Salesforce CRM

Job description

What you’ll do

• The CRE serves as a service and talent leader to an assigned team and client base, delivering world‑class service.
• Reinforces the value of our services in direct discussions with clients, addressing pricing and invoicing philosophy to retain clients.
• Monitors client survey scores and maintains them at levels established by Senior Leaders.
• Maintains a relationship with local Sales Leaders, providing support when possible to the sales process.
• Manages escalated issues, providing direction internally and updates to the client.
• Employs strong presentation skills and executive presence to articulate and manage client desired outcomes.
• Handles difficult situations with integrity, proactively addressing issues with transparency and accountability, setting realistic expectations and de‑escalating conflicts.

People Leadership

• Provides overall direction and leadership to Field HR Business Partners, managing activities of team members across multiple locations.
• Establishes clear individual performance goals and objectives, communicates them through 1‑on‑1 meetings and performance planning sessions, and conducts annual performance reviews.
• Develops leaders for succession and collaborates on Individual Development Plans.
• Works with internal HR to develop corrective action and performance improvement plans when needed.
• Consults with other organizations within ADP and acts as an acting backup to other leaders, providing guidance in their absence.

Contract Management and Success Measurements

• Understands all components of client contracts, including pricing, service level agreements, and service history.
• Reports on progress against Key Performance Indicators and Business Goals, using data to provide actionable insights.

Operational Execution

• Ensures team Key Performance Indicators are met, driving goal attainment focused on client retention, Net Promoter Score, and other fiscal and people‑oriented goals.
• Coordinates and collaborates within a highly matrixed global organization with Sales, operations, service, and product management partners to close issues, oversee complex projects, improve efficiency and quality of the end‑to‑end experience, and influence the product roadmap.
• Communicates and coordinates functional activities with other departments to ensure effective client support.
• Acts as liaison between client service and other departments.
• Implements initiatives and processes to ensure work is completed on schedule with quality standards, priorities and overall goals.
• Makes critical staffing decisions and participates in task forces, strategic initiatives and stretch assignments.
• Prepares and presents reports on team performance.

Qualifications

• Must be located in the Alpharetta, GA area and willing to travel throughout the Southeast and Carolinas.
• Eight years of managing and consulting with small and mid‑size clients, focused on strategic account management with human resources experience.
• Five years of General Management, Sales or Management Consulting Experience; Client Success Management; Human Capital Management solutions and technology.
• Highly comfortable with technology and learning new software.
• Proficient in Microsoft Office Suite, including Excel and PowerPoint.
• Strong analytical, research, client relations, executive presentation and cross‑functional project management skills.
• Travel required.
• College degree not required; equivalent experience may include military experience demonstrating teamwork, adaptability, organization and follow‑through.

Preferred Qualifications

• Bachelor’s Degree, MBA or advanced degree.
• PHR/SPHR or SHRM CP/SCP certification.
• Understanding of Professional Employer Organization (PEO) and Salesforce Client Relations Management software.
• Experience managing client/customer retention and service teams.
• Excellent collaboration, organizational, time‑management, customer service and problem‑solving skills.
• Ability to work independently and as part of a team, manage a team and develop leaders, assess performance and provide motivational support.
• Ability to recognize procedural issues, escalate appropriately, and demonstrate learning agility and critical thinking.
• Proficient in latest web technologies and operating systems; knowledgeable of ADP HR, Payroll and Benefits policies and procedures.

Benefits

• Inclusive culture that values equity, inclusion and belonging.
• Business Resource Groups for global networking.
• Opportunities for career growth in an agile, fast‑paced environment.
• Ongoing training, development and mentorship opportunities.
• Best‑in‑class benefits available day one.
• Resources and flexibility to support work‑life balance.
• Support for mental health and well‑being.
• Community impact initiatives and volunteer time paid off.

Diversity, Equity, Inclusion and Equal Employment Opportunity Statement

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, sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based on ADP’s operating needs, applicant merit and job performance.

Ethics

ADP conducts business with the highest ethical standards and full compliance with all applicable laws. Employees are expected to uphold our values with integrity and foster an honest and respectful workplace.