Senior Client Success Manager

• Effective management of a client’s portfolio of Global Payroll client accounts
belonging to the either the Enterprise or Mid-market Client Success Market
Segments to ensure client satisfaction, retention & growth.
• Cultivation of a trusted-advisor and develop a strong relationship with clients to
influence their propensity to partner with ADP.
• Consultative client approach, with an ability to recognize what actions will
demonstrate exemplary partnership to the client base, by incorporating a deep
understanding of the client needs with appropriate ADP Global Payroll solutions and
expertise.
• Address & resolve escalated client issues or concerns.
• Oversee and support effective and mutually beneficial contract (re)negotiations and
understands financial impact.
• Ensure appropriate utilization and consistent execution of tools, communications,
processes, client satisfaction and retention activities, and metrics.
• Manage multi country/multi region/multi product portfolios of clients (manage
across multiple time zones)
• Responsible for the overall health of the client influencer relationship and position
of ADP as the provider of choice for our clients.

• Demonstrate strong “listening”, presentation, meeting management and relationship
management/servicing skills.
• Compile and deliver monthly, quarterly, or as agreed Service Reviews (which include
KPI analysis) for all services in scope for that client. (These reviews can be done via
video conference or may require face to face meetings).
• Educate client on new products and enhancements, encouraging client adoption of
these products.
• Confident with ability to challenge the current state and make a compelling case for
change (internal & external)
• Lead and drive continuous improvement and operate with flexibility.
• Significant understanding of Global Payroll concepts with the ability to represent a
broad range of ADP disciplines and solution platforms.
• Comprehensive industry and competitive knowledge with an external network of
expertise.
• Exceptional verbal and written communication skills – to be applied equally with
external audiences and internal constituencies.
• Facilitate and encourage client participation in ADP events as appropriate ie,
ReThink, Pilots & Beta Product opportunities, testimonials, …

• Success in the role is defined by year over year increases in metrics related to
customer satisfaction indexes and client retention rates, targeted revenue growth
and share of wallet per client, within assigned client base.
• Facilitate client reference opportunities.
• Lead and support all activities related to retention efforts, contract renewals and
new opportunities.
• Adhere to all administrative aspects of monitoring retention, client satisfaction and
revenue growth.
• Develop and implement strategies to improve client retention and satisfaction.
• Analyze client feedback and performance metrics to identify improvement areas.

• Key liaison with all ADP entities to proactively communicate and monitor
implementation, service, and product issues for the client.
• Builds "one client team".
• Ensures appropriate proactive internal communication and escalation of issues that
impact the overall client relationship and retention.
• Own and manage escalations, action logs/plans, and remediation efforts across
internal teams.
• Support all activities related to internal processes (ie; CAR-LOB, NPS, …).

• 5+ years of related implementation, project management, account management or
operational experience with benefits, HR, payroll, HRIS and/or system implementation.
• Extensive experience building relationships with clients is essential.
• Advanced MS Suite software capabilities.
• Limited travel required.
• Fluent in Japanese & English

• Degree or Equivalent Or, its equivalent in Business Administration, Human
Resources, Finance or another related field.
• Accreditation from appropriate organization (CPP, CEBS, PHR) is an asset.