ADP is hiring a Client Experience Manager for our Lyric Service team. The primary focus of this role is to strengthen ADP/client partnerships by improving the client experience and value derived from ADP solutions. The Client Experience Manager will lead initiatives to improve client experience and utilize product knowledge, technical expertise, best practice guidance, analytics, and collaboration with GPT.
This position Perform technical-based activities, contributing to and managing projects, providing advice and/or direction in primary areas of expertise in HCM, utilizing analytical ability to solve problems and make recommendations, and leveraging relationships by interfacing with and influencing key stakeholders. Work is primarily achieved by an individual or through project teams, utilizing technical expertise to achieve results.
Responsibilities
Utilize data and analytics to enhance the client experience with the organization’s services and products. Identifies and communicates areas of improvement in client experience to enhance products and services. Collaborates with business leaders and cross-functional teams as a client and associate advocate to integrate feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to clients, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before rollout. Interprets internal or external business issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. Demonstrate ADP solutions to clients as needed to increase product adoption Create internal and client-facing summaries to quantify gains from improvements identified Build a relationship of trust and credibility with clients Identify areas of opportunity for product, tools, and service enhancements to drive client satisfaction and value Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.
Practical examples include
Engage with the service team and compile data on client go-lives around gaps, opportunities, and successes. Connect with the service consultants and compile a consolidated list of issues each quarter with a focus on continuous improvement. Collaborate with your implementation contact and develop a plan documenting and executing these opportunities. Collaborate with GPT (Lyric product partners) on enhancement and defects that have been submitted by the clients. Discuss each opportunity with a focus on being the advocate for the Lyric client base. Drive associate knowledge and client adoption of new product features and tools. Version and hot fix release knowledge Connect with the service team and provide technical support for clients that have gone Live in the quarter. Own projects and drive resolution of issues for new clients. Train and mentor service consultants; coordinate additional training as needed with leadership support Manage feature configuration for critical client projects
Critical Skills
Client management experience required Knowledge of HCM products, services, and industry challenges Strong client service expertise. Applies critical thinking and problem-solving skills to research, troubleshoot, and correct client system/process issues Excellent oral and written communication skills Communication, presentation, and facilitation Skills – must be able to convey complex information and present solutions effectively Ability to collaborate across multiple business units Project management and problem resolution skills. Ability to handle multiple changing priorities while maintaining order and progress. Ability to work independently with limited supervision Detail and results-oriented Analytical skills
TO SUCCEED IN THIS ROLE: Required Qualifications
Ability to travel 25%-30% to meet with clients nationwide 5+ years in a client service or relationship management position Demonstrated proficiency in managing larger more complex client account relationships with multiple products Ability to interface with multiple levels within a client's organization (C level to Payroll Manager). Expert knowledge of ADP's infrastructure and ADP's traditional and new products/services in business processing and outsourcing requiredPreferred skills
Bachelor's in business, Marketing or equivalent work experience Prior experience and expertise with ADP's Pi (Time) module Expertise in Lyric HCM preferred Extensive experience building relationships and understanding a client's needs is essential. Presentation skills which include superior verbal and written Communication Key areas of focus include the development of strong, productive relationships with executive level client contacts. Also, alignment with ADP senior management and collaborative efforts with ADP Sales, Service and Implementation teams and any other functional team as required are a big part of your role to increase client engagement and win new business within the portfolio. Excellent change- leadership skills; Excellent relationship-building and collaboration skills. Active listening skills and high impact oral and written communications skills to effectively receive, interpret and disseminate information in a manner that is clear and concise.#LI-AJ1
#LI-Hybrid
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $74,100.00 - $150,300.00 / Year*
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