Relationship Manager
Overview:
In this role you act as the strategic relationship owner for a high-revenue portfolio, ensuring relationship health and value realization. You collaborate with executives, payroll leadership, and senior stakeholders to drive retention, satisfaction, and growth through proactive engagement and cross-functional leadership. You translate client needs into ADP solutions and guide stakeholders with industry insights. You lead governance, risk mitigation, and strategic planning to deliver a seamless client experience and measurable outcomes.
Responsibilities:
- Act as strategic relationship owner and accountability for relationship health and outcomes
- Develop deep knowledge of client objectives, compliance, payroll strategies, and long-term goals
- Advise client executives with insights and recommendations aligned to their outcomes
- Engage key stakeholders across HR, Payroll, IT, Operations, and Finance to build strong relationships
- Share tailored HCM and compliance industry insights
- Identify opportunities to strengthen/expand the relationship by aligning needs with ADP solutions for expansion conversations
- Advocate for the client within ADPDrive client satisfaction by delivering a unified experience with internal teams
- Create and manage Client Account Success Plans to maximize value of ADP solutions
- Lead Service Performance Reviews and Executive Client Briefings aligned to contracts and strategic objectives
- Proactively identify risks, obstacles, and adoption challenges; intervene to optimize experience
- Navigate complex issues with professionalism; coordinate internal resources for resolution
- Maintain understanding of contracts, pricing, SLAs, and service history; enable smooth amendments and renewals
- Negotiate terms that balance client and ADP outcomes; partner with Sales on expansion and defense
- Support revenue growth through collaboration with Sales and cross-functional partners
Key requirements:
- 8+ years in Customer Success, Strategic Account Management, Sales, or Consulting-style roles in HCM, Payroll, ERP, HR, or related software/services for Fortune 100 companies
- Proven experience managing complex, high-revenue accounts with multi-stakeholder executive environments
- Ability to identify expansion opportunities via consultative relationship management and align solutions to client strategy
- Proven success delivering executive-level presentations and briefings (Service Reviews, strategic planning)
- Experience partnering with Sales, Product, Finance, and Service leadership to drive outcomes
- Ability to translate complex solutions into a clear, compelling value proposition for executives
- Experience influencing in a matrixed organization without direct authority
- Judgment and confidence navigating renewals, expansions, and competitive situations
- Track record of mitigating client risk and improving retention and satisfaction
- Comfort operating in ambiguity and managing change in a dynamic client environment
- Ability to travel up to 40%Remote role with preference for proximity to client base and a major airport
- Executive communication
- Strategic thinking
- Cross-functional collaborationHCM knowledge
- Payroll/process understanding
- Compliance awareness