Relationship manager

The Compliance Solutions Relationship Manager (RM) serves as a strategic client advocate and trusted partner for a complex, high‑revenue portfolio of clients. The RM is accountable for relationship governance and overall relationship health, ensuring productive and collaborative partnerships that drive retention, satisfaction, and growth.

As the primary partner to the client’s executive sponsors, payroll leadership, and other senior stakeholders, the RM monitors and improves the end‑to‑end client experience through proactive engagement, strategic planning, and cross‑functional leadership across ADP.

Success in this role requires a strong background in relationship management, customer success, business development, and executive engagement. Core measures of success include client retention, satisfaction, and revenue growth within the assigned book of business.

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Key Responsibilities

Relationship Leadership & Client Advocacy

• Act as the strategic relationship owner for assigned clients, maintaining accountability for overall relationship health and outcomes.
• Build deep knowledge of each client’s business objectives, priorities, compliance and payroll strategies, and both short and long‑term goals.
• Serve as a trusted advisor to client executives by delivering insight, guidance, and recommendations aligned to their desired outcomes.
• Identify and engage critical client stakeholders across HR, Payroll, IT, Operations, and Finance, to establish and maintaining strong relationships.
• Share relevant HCM and compliance industry insights tailored to each client’s needs.
• Proactively identify opportunities to strengthen and expand the client relationship by connecting client needs and strategic priorities to ADP solutions; communicate value and outcomes to position Sales partners for effective expansion conversations.
• Serve as the client's advocate within ADP.

Client Experience & Governance

• Drive total client satisfaction by delivering a seamless, unified experience in partnership with internal ADP teams.
• Act as the bridge between the client and ADP, partnering closely with sales, service, implementation, product, finance, and leadership teams.
• Develop and manage Client Account Success Plans to ensure clients realize the full value of their ADP solutions.
• Lead Service Performance Reviews and Executive Client Briefings, aligning outcomes to contractual commitments and strategic objectives.
• Proactively identify risks, obstacles, and adoption challenges; initiate timely interventions to optimize the client experience.

Issue Management & Escalation

• Navigate complex and sensitive situations with professionalism and integrity.
• Proactively address issues with transparency, accountability, and clear expectations, including de‑escalation when needed.
• Coordinate internal resources to drive resolution while maintaining a positive and trusted client relationship.

Contract Management & Growth

• Maintain a strong understanding of all aspects of client contracts, including terms and conditions, pricing, service level agreements, and service history, ensuring mutual contract compliance.
• Facilitate contract amendments and renewals, coordinating closely with internal partners to deliver a smooth and positive client experience.
• Negotiate contract terms that deliver balanced, positive outcomes for both the client and ADP.
• Partner with Sales to support revenue expansion opportunities, competitive defense, and solution alignment to client strategy.

Qualifications

• 8+ years of Customer Success, Strategic Account Management, Sales, or Consulting-style roles in HCM, Payroll, ERP, HR, or related software and services, supporting Fortune 100 companies.
• Proven experience managing complex, high‑revenue accounts, including multi‑stakeholder executive environments.
• Demonstrated ability to identify expansion opportunities through consultative relationship management, aligning solutions to client strategy and opening pathways for Sales partnership.
• Proven success delivering executive‑level presentations and briefings, including Service Reviews and strategic planning discussions.
• Experience partnering closely with Sales, Product, Finance, and Service leadership to drive client outcomes and long‑term value.
• Ability to translate complex solutions into a clear, compelling value proposition tailored to executive audiences.
• Experience influencing without authority in a matrixed organization.
• Demonstrated judgment and confidence navigating commercial conversations, including renewals, expansions, and competitive situations.
• Track record of proactively mitigating client risk and improving retention and client satisfaction.
• Comfort operating in ambiguity and managing change in a dynamic client environment.
• Ability to travel up to 40%.
• Remote role with a preference for candidates located near their client base and a major airport.

Preferred Qualifications

• Understanding of compliance, payroll, HCM, or workforce‑related solutions, and how they support client risk mitigation and operational efficiency.
• Experience working in or supporting regulated industries (e.g., healthcare, financial services)
• Familiarity with outcome-based success planning.
• Professional certifications related to HR, Payroll, Customer Success, or Project Management.
• A college degree is preferred but not required; equivalent professional experience will be considered.