Client Relations Executive - Key Accounts

Responsibilities Client Focus

• Serve as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service.
• Reinforce the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client.
• Monitor client survey scores and maintain them at a level established by Senior Leaders.
• Maintain a relationship with local Sales Leaders, providing support when possible to the sales process.
• Manage escalated issues and provide direction internally, as well as updates to the client.
• Possess strong presentation skills, executive presence, business acumen, and an ability to articulate and manage clients’ desired outcomes.
• Be able to manage difficult situations effectively and with the highest standard of integrity, proactively handling issues with transparency and accountability, setting reasonable expectations for the client and de‑escalating difficult situations.

• Provide overall direction and leadership to Key Accounts HR Business Partners, managing the activities of team members in multiple locations through frequent communication, direction, development, and coaching.
• Manage relationships with key stakeholders.
• Establish clearly defined individual performance goals and objectives; communicate these to team members through one‑on‑one meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members.
• Develop leaders for succession.
• Work in collaboration with direct reports to establish Individual Development Plans.
• Work with internal HR, when needed, to develop and administer corrective action and performance improvement plans.
• Function as a consultant and business partner to other organizations within ADP.
• Serve as an acting backup to other leaders; providing leadership, guidance, and direction to team members in the absence of the leader.

• Understand all components of clients’ contracts, including pricing components, service level agreements, and the clients’ service history.
• Report on progress against Key Performance Indicators and Business Goals, monitoring and managing client success while effectively using data to provide actionable insights.

• Ensure team Key Performance Indicators are met, driving overall goal attainment focused on client retention, Net Promoter Score (NPS) surveys, and other fiscal‑ and people‑oriented goals.
• Coordinate and collaborate, within a highly matrixed global organization, including Sales, operational, service and product management partners to drive issues to closure, oversee completion of complex projects, improve efficiency and quality of end‑to‑end experience, and influence the product roadmap to enhance the overall client experience and deliver on the client’s success milestones.
• Provide continual communication and coordination of functional activities to other departments to ensure effective client support.
• Act as liaison between client service and other departments.
• Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals.
• Make critical staffing decisions.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
• Prepare and present reports on team performance.

• At least eight years of managing and consulting with small‑ and mid‑sized clients, focused on strategic account management.
• At least five years of General Management, Sales or Management Consulting Experience, Client Success Management.
• B…