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Relationship Specialist - Client Retention

ADP USA


Location:
Norfolk, VA
Date:
05/24/2017
Job Code:
adp-5000217615706
Categories:
  • Engineering
  • Airline & Airport
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Job Details

Company ADP USA

Job Title: Relationship Specialist - Client Retention

JobID: adp-5000217615706

Location: Norfolk, VA, 23509, USA

Description: ADP is hiring a Relationship Specialist I. In this position you will Perform all activities that support client retention through the following four components - Pricing negotiations and concessions, service related issues, proactive outreach, and survey follow up programs. Maximizes retention by working with the client and ADP associates and management to resolve any issues that are within our control, and may affect the client's decision to stay with ADP. Also works with MAS Accounting, Sales, Finance Executive, Service Executives and/or Relationship Management Executive to negotiate pricing concessions, as necessary. 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. RESPONSIBILITIES:
* Manages the resolution process for any business at risk (CART) by working with clients to maximize retention and minimize loss dollars.
* Diagnoses CART case complexity.
* Determines the components of the save process and involves necessary resources across ADP business units.
* Coordinates, participates and reports on First Year Client Experience programs in support of client retentions and quality service efforts.
* Engages and partners with appropriate departments for FYCE issue resolution and follow up.
* Cultivates effective working relationships with key associates in other business units to ensure timely resolution of client issues.
* Coordinates and monitors tasks to ensure issues are resolved timely and accurately.
* Acts as a liaison between client and ADP associates the achieve client goals.
* Communicates status updates to all appropriate parties.
* Performs appropriate follow up to ensure future client satisfaction.
* Collaborates with Service Center Contacts (i.e. Relationship Management Executive, Finance Executive, Accounting, Sales) to negotiate client discounts or pricing concessions.
* Negotiates new pricing/multi year price agreements as appropriate.
* Engages cross business unit contacts when pricing concerns involve products outside Service Center revenue stream.
* Responds to Annual Price Increase inquiries and negotiates concessions as appropriate.
* Coordinates, participates and reports on client outreach programs in support of loss reduction efforts.
* Contacts clients in response to client surveys and partners with appropriate departments for resolution and follow up.
* Responds to EWS cases as required.
* Keeps up to date with market penetration and competitive products.
* Monitors team queues to ensure SLAs are met and workload is balanced among team members.
* Team member may participate in pilots, councils, team meetings
* Visits clients as required
* Performs other related duties as assigned. QUALIFICATIONS REQUIRED:
* 3 to 5 Years of Directly Related Experience



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