Client Relations Executive - Human Capital Management

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.

• 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.

• 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.

• 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.

• 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.

• 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…