Client Account Manager
POSITION DESCRIPTION :
The position of Client Account Manager (CAM) supports our Employee Financial Solutions organization and is focused on the Fund Direct (FD) and SmartCompliance (SC) business.
This position is responsible for ensuring satisfaction and providing service excellence for an assigned client base of FD / SC Canada clients.
Acts as second level support for the Client Services Representatives. Resolves issues relating to product features and functionality and client product knowledge.
Assists clients with FD / SC Canada related issues. Supports all FD / SC Canada product offerings and coordinates activities between internal departments and business partners.
Coordinates and manages all client level FD / SC Canada projects. Conducts periodic client field reviews, standardization coordination and proactive meetings with client decision makers.
RESPONSIBILITIES :
- Ensure client satisfaction and maximize performance.
- Resolve issues related to features, functionality and client knowledge.
- Coordinate and facilitate regular proactive meetings with client decision-maker.
- Act as a subject matter expert for clients and new associates by providing technical expertise, guidance and training as needed.
- Effectively handle all client inquires while meeting quality expectations within established metrics.
- Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
- Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
- May negotiate with clients to reach a satisfactory conclusion from a business / client perspective.
- Coordinate transition from Implementation to Service ensuring client understands Support Model and is set up for success.
- Strive to make contact with each client in their assignment a minimum of once per month.
- Prepare and deliver account review presentations.
- Assist in the creation and implementation of new processes and procedures.
- Coordinate client level projects including addition of features, client mergers and acquisitions, regulatory changes, etc.
- Perform other related duties as assigned.
PREFERRED QUALIFICATIONS :
Education :
BA degree preferred or equivalent in education and work experience.
Experience :
- 3-5 years of direct client support experience related to Payroll and / or Financial Services
- 2+ years of Relationship Management
- Bilingualism is an asset
Generic Skills :
- Exceptional ability to effectively communicate information and ideas in written and verbal format and in a simple, and authentic manner with varying levels within the organization.
- Excellent interpersonal skills with an ability to build and maintain relationships with internal stakeholders and external audiences.
- Ability to proactively handle conflict and work effectively with range of personalities, maintaining a compassionate, helpful attitude with partners and indirectly support teams locally and internationally.
- Superior organizational and time management skills.
- Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, service and production.
- Knowledge of Siebel / CEH & MS Office.
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Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including : race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability.
Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP : ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.
We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.
Click https : / / jobs.adp.com / life-at-adp / to learn more about ADP’s culture and our full set of values.
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