Key Account Manager

Job content

ADP are hiring a Key Account Manager to join our growing Client Relationship and Service Management team!

Location: Cheadle – Southgate Centre One, 319 Wilmslow Road, Heald Green, Cheadle, SK8 3PW

Hybrid working: 3 days in office and 2 days from home

The focus of this role is to proactively manage a defined portfolio of key clients. You will do this by retaining and growing client relationships, protecting and growing revenue and taking ownership of your client base to achieve organisational objectives.

Please note, this role is not sales based as we have a separate sales team that is responsible for sourcing new business. This role will also require travel to meet clients at least twice a year and stay overnight if required; this may involve some travel to client sites within the UK, (and on occasion travel within Europe).

KEY RESPONSIBILITIES:

Retention — Delivering an excellent client experience, establishing strong multi-level business to business engagements between ADP and its clients

Reference-ability — Through strength of relationship and understanding their business, creating referenceable clients.

Revenue — Ensuring clients achieve ROI and growing profitability for ADP

• Personally, manage the relationship with your client portfolio through regular face to face meetings
• Builds a deep understanding of the defined portfolio of key clients, using account plans to regularly review and analyse the client footprint against their business objectives
• Understand the client’s business goals and growth strategy and align ADP solutions as appropriate, identifying growth opportunities. Act as a conduit/facilitator between the Client and internal ADP departments
• Liaise with relevant parties on root cause analysis, generating and implementing continuous improvement plans to ensure corrective actions/service improvements are seen through to completion
• Review client experience, retention and improvements against NPS
• Contract management, negotiation, and associated queries
• Motivated individual with effective communication to stakeholders at all levels
• Concise and clear communication skills
• Leadership of projects or other duties as directed by the team manager
• Tracking own performance against set goals, focus on delivering and exceeding goals
• Manage the team inbox and provide support to our clients and other ADP Departments.
• Develop and drive own personal development plan.

SKILLS AND EXPERIENCE:

Essential:

• Demonstrable experience of engaging at a senior level
• Experience in account management and retention
• Experience in communicating at a stakeholder level (internally and B2B)
• Excellent analytical and presentation skills are required, with the confidence to deliver at Director level
• Proficient with Microsoft Office
• Car owner with full UK driving licence
• Ability to travel and stay overnight if required; the role will require some travel to client sites within the UK, (and on occasion travel within Europe)
• A strategic thinker with commercial awareness
• Processes self-motivation and the drive to deliver results and meet objectives
• Ability to provide direction and leadership — creating a clear understanding of what needs to be achieved and providing necessary guidance
• Ability to think outside the box in approaching challenges and/or suggesting improvements
• Deals with emotions effectively — defuses them to focus on the facts
• Customer focused; flexibility to ensure delivery in a high-profile service environment

Desirable:

• Experience in account management gained within a technology service company (payroll, HRIS, SaaS, IT, Telecoms)
• Knowledge of HR & Payroll drivers and processes
• Knowledge of Net Promoter Scoring (NPS)
• Good understanding of payroll legislation and working practices within a bureau environment

Benefits:

• 23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)
• Flexible benefits – private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
• Study support
• Employee Assistance Program
• Annual discretionary bonus scheme
• Company social events