Retirement Plan Client Success Manager

ADP, Inc.; Louisville (TN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ADP, Inc. is seeking a Client Service Manager I to join our retirement plan services team in a hybrid role.

You will be the primary client contact, developing and maintaining relationships with ADP clients and ensuring high levels of service and retention. Responsibilities include coordinating plan design discussions, communicating through multiple channels, overseeing annual plan reviews, and mentoring junior staff while expanding revenue opportunities.

Qualifications

• Bachelor's degree or equivalent in education and experience.
• Experience in a client service environment required.
• ADP payroll and 401(k) experience is preferred.
• Demonstrates strong oral/written communication skills.
• Demonstrates strong listening skills.
• Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
• Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
• Proficiency in using payroll and recordkeeping systems

Responsibilities

• Proactively discuss and/or support products and services, and plan design with plan sponsors.
• Alerts management of critical client issues where appropriate.
• Maintain understanding of investments in plans and act as liaison for client questions.
• Assess, recommend and/or create client education programs and schedule workshops.
• Request employee education workshops and literature.
• Conduct and/or support Annual Plan Reviews for larger plans.
• Conduct and/or support Annual Plan Reviews via conference call for smaller plans.
• Assist Sales in pre-sales meetings by attending in-person or via conference call.
• Communicate and/or support compliance testing results and recommend options to improve results.
• Monitor plan documents for adherence to rules and regulations.
• Assist and/or support clients with year end requirements.
• Monitor profitability of clients and recommend revenue opportunities.
• Proactively seek additional revenue opportunities such as M&A or payroll additions.
• Provide mentoring to new associates.
• Effectively handle escalated calls.
• Assist in phone monitoring duties.
• Proactively assist with critical clients.
• Coordinate and peer review plan changes and acquisitions.
• Keep management informed of client interaction trends and data.
• Participate in disaster recovery testing and system enhancements

Skills

Client service experience

Strong communication skills

Strong listening skills

Time management

Presentation skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Omni Plus

Power Image

Clarify

Job description

ADP, Inc. is seeking a Client Service Manager I to join our retirement plan services team in a hybrid role.

You will be the primary client contact, developing and maintaining relationships with ADP clients and ensuring high levels of service and retention. Responsibilities include coordinating plan design discussions, communicating through multiple channels, overseeing annual plan reviews, and mentoring junior staff while expanding revenue opportunities.