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Sr.Relationship Consultant

ADP


Location:
W Des Moines, IA
Date:
01/08/2018
2018-01-082018-02-06
Job Code:
145475
ADP
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Job Details

JobId: 145475
Job Title: Sr.Relationship Consultant
Location: W Des Moines, IA
Category: Operations
Employment: Full-Time
Open Date: 2017-11-24T06:10:39Z Close Date: 2022-11-23T00:00:00Z

Description:

ADP is hiring a Senior Relationship Consultant. 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.

POSITION SUMMARY:
The Senior Relationship Consultant is responsible for proactively contacting and assessing the loss risk of the top tier clients in Total Absence Management . In some cases the Relationship Consultant will act as the liaison between the client and Operations/Service for solution-specific issues, with the Relationship Consultant responsible for addressing the client's immediate concerns and formulating solutions for the client's overall satisfaction. The Relationship Consultants must understand the client's short and long-term goals relative to their TAM experience, and will also facilitate solutions across other ADP products and services. The Relationship Consultant may be involved in service recovery to the extent that the primary goal is to identify the client's issues, and recommend appropriate solutions. This position may involve frequent domestic travel to meet the client's needs.



RESPONSIBILITIES:

  • Has a broad understanding of the Total Absence Management solution and how Total Absence Management provides servicing to practitioners and to client employees. Has above average knowledge capabilities in client relationship management. Responsible for retention through proactive initiatives of book of business. Works with leaders and SMEs to develop and articulate solutions to clients regarding testing inquiries, solution status and service design. Maintains accurate records of all calls, emails, correspondence and client visits within designated CRM tools. Assists with engagement of ADP products and operations teams that influence the clients' TAM experience (e.g. Vantage, COS, eTime) to facilitate solutions to transactional challenges. Alerts leadership of critical client issues where appropriate, monitors trends and escalates client issues appropriately. Assist clients in navigating internal processes such as Change Management requests.
  • Liaison with ADP service entities outside Total Absence Management (i.e. Service Center) to identify key issues and emerging feedback or issue trends, and proactively communicates and initiates service and product issues and escalates accordingly. Effectively communicates and oversees the resolution of resulting critical service issues with all ADP entities as well as to communicate areas of satisfaction or perceived improvement.
  • Proactively contacts key clients to ensure clients short and long term goals are met. Discusses inquires involving practitioner, manager, or employee experiences. Looks for trends within respective client base, makes recommendations and escalates as appropriate. May provide training to clients services on broad issues (i.e. client retention discussions) Proactively communicates with the client on statuses of open cases.
  • Reviews client plan documents and the various internal procedural documents to ensure alignment; resolves issues as needed. Assists client and executive contact with plan document design, plan enhancements and compliance testing issues, via conference call or in person meetings. Provides service recovery for at-risk clients and works in conjunction with internal and external resources to ensure clients' needs are met. Actively participates in special projects as needed. Maintains an understanding of Total Absence Management product evolution in order to support clients in Organization Readiness activities for new or updated features.
  • Performs other related duties as assigned.



QUALIFICATIONS REQUIRED:

  • Bachelor's Degree or Equivalent in Education & Experience
  • 8 years of directly related experience

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    style='mso-spacerun:yes' FORMTEXT Minimum of 2 years of successful experience in a Service role supporting large, complex clients.
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  • Must be able to sit in the W. Des Moines or Louisville offices

#LI-SR1

QUALIFICATIONS PREFERRED:

  • Previous experience in FMLA administration, Absence Management or Benefits Administration, and relationship management experience a plus
  • Demonstrates strong oral/written communication skills. Demonstrates strong listening skills.
  • Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc) Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify). Proficiency in using payroll and recordkeeping systems
  • Ability to learn quickly, function in a fast paced environment, and work on multiple projects simultaneously.
  • Proven relationship-building skills. Strong time-management, organization and problem solving skills.
  • Demonstrates strong presentation skills. Ability to coordinate and take the lead on conference calls.
  • Ability to gauge client satisfaction through scheduled survey's, client visits and day-to-day interaction.

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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