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Account Manager

ADP is an Account Manager.  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. The Employment Verification Account Manager is responsible for escalation management, oversight and coordination of problem solving and issue resolution. Ensures internal and external client satisfaction; resolves issues relating to product features and functionality. Functions as the primary point contact for the client. Provides assistance with trend analysis, reporting, education and training. Supports client retention, client references and overall client satisfaction in partnership with 3rd party partner. Works closely with various departments to ensure the overall service provided to the client by ADP exceeds expectations. The Account Manager will monitor and manage the client relationship and ensure satisfaction at partner and regional level. Creates, maintains and manages cases to improve the client experience, ensuring that the client has a unified service model. Maintains comprehensive and timely records on service activities. Adheres to standard ADP tools and processes for recording and responding to service activities. Must be a self-starter, resilient and results oriented. Must demonstrate excellent communication and presentation skills. Must be able to develop strong relationships with clients. Must be able to recognize opportunities and identify solutions. Effectively troubleshoot, replicate and develop workarounds as needed as an interim to ensure client service. Must demonstrate good judgment and negotiation skills. Must learn quickly, be collaborative and organized. Must be able to meet deadlines, multi-task and work within a stressful environment. Identify business process improvements that directly improve our client's experience and service quality. Must have strong computer skills and be able to demonstrate a strong ability to utilize Microsoft Word, Excel, and PowerPoint. Responsibilities: Identify and monitor to completion all client requests and processing issues. Negotiate timeframes for deliverables and when appropriate, escalate issues to ensure timeframes are met. Serve as a liaison to client and various ADP departments to ensure effective communication and achievement of objectives and results. Includes proactively handling and identify potential issues with transparency and accountability, setting reasonable expectations for the client and de-escalating difficult situations. Accountable to dissect and determine the root causes of unique client issues/roadblocks, by holistically and permanently solving problems. Solve client problems by ensuring a consistent and superior client experience, taking a broad perspective to identify and execute solutions timely. Drive total client satisfaction by delivering a seamless and unified experience in partnership with other ADP Business Units and 3rd party partner. QUALIFICATIONS REQUIRED: Bachelor's Degree or equivalent in education and work experience. 3-5 years of direct client servicing experience required. 2-5 years of large client management experience preferred. A strong focus on client satisfaction Strong client relationship skills Initiative to seek out answers, solutions, and positive outcomes for both the client and ADP Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up in a timely manner Ability to collaborate and work in a team environment as well as work independently while making sound decisions Excellent analytical and time management skills Negotiation and problem solving skills Excellent communication skills - both verbal and written Req Number: 165033
Salary Range: NA
Minimum Qualification
Less than 5 years

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