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Retention Analyst


Alpharetta, GA
Job Code:
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Job Details

JobId: 142670
Job Title: Retention Analyst
Location: Alpharetta, GA
Category: Operations
Employment: Full-Time
Open Date: 2017-11-06T06:10:18Z Close Date: 2022-11-05T00:00:00Z


ADP is hiring a Retention Analyst. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


Manages activities that support client retention through oversight of Siebel and proactive retention exercises. Maximizies retention by partnering with Client Account Executives and Client Service managers to secure retention of clients with ADP. Partners alongside Sales, Service Team and Client Account Executives to retain client business and mitigate losses. Identifies retention themes and works to provide resolution to those themes to ensure a smooth renewal process. For example, work with regional accounting departments on client pricing concerns related to renewal efforts. Travel may be required to support client visits and strengthen client relationships.



  • Contract Renewals: Responsible for overseeing the process of renewing service agreements for clients as assigned. Will help execute on the contract renewal strategy and work with the Service and Sales Teams to assess the client's risk status along with possible concerns and opportunities. Responsible for the notification and tracking of expiring contracts. (Approx. Wt. 20%).
  • Consultation and Guidance: Leads alongside Sales, Service Team and Client Account Executives with retention efforts. Reviewing contracts with internal partners as needed. Providing guidance and training to internal partners through on the renewal process and other retention programs. Assisting Sales efforts when client retention is at risk. Provide inter and intra departmental communications to execute on Retention programs. (
  • Special Projects: Works with Executives in the region to develop and execute on new and current retention strategies. Participates on project teams that focus on retention of revenue.
  • Reporting and Analysis: Oversees Siebel data, liasing with internal parties as needed to ensure data integrety. Monitor and track \"save\" situations. Assist with month end manamgnemt reporitng. Responsible for the evaluation of the client base for risk variables for proactive client engagement.
  • Financial Management: Manage/track pricing requests such as, pricing concessions, price increase process, requests for review of pricing for MSA renewal etc. Work with Retention Director to mitigate areas of financial vulnerability (contract status, competitive pricing, SLA reporting, etc).
  • Performs other related duties as assigned.


  • Degree in Business Administration (or equivalent in education or experience).
  • Strong Excel skills
  • Knowledge of SQL
  • 5 years' experience in business analyst/financial analyst role or similar discipline in a fast-paced service environment.
  • Must possess excellent verbal and written communication skills, with the ability to persuade.
  • Ability to build strong, working relationships from front-line people to Senior Executives across business units and within client organizations.

Preference will be given to candidates who have the following :

  • Experience or familiarity with Payroll or HR Outsourcing industries is preferred but not required.
  • Experience with pricing strategies and handling credits
  • Tableau and / or experience creating dashboards
  • Experience reviewing contracts
  • Must possess integrity, ambition, and be results-oriented.
  • Is able to manage multiple priorities and deliver high-caliber results. Demonstrated ability to lead others through tough situations.
  • Must possess strong financial and business acumen and savvy. Understands and is able to explain client pricing and profitability. Responds to internal and external requests for financial, client service, and other reporting requirements.
  • Ability to understand problem situations and effectively resolve.
  • Must possess excellent verbal and written communication skills, with the ability to persuade.
  • Ability to build strong, working relationships from front-line people to Senior Executives across business units and within client organizations.
  • Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration. Ability to work under pressure with tight time frames.
  • Advanced knowledge of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required.

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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