ADP · 23 hours ago
Customer Service Manager II
Louisville, KY
Full-time
Hybrid
Senior Level
5+ years expADP is a comprehensive global provider of cloud-based human capital management solutions, and they are seeking a Key Account Executive to strengthen client connections through service and consultation. The role involves acting as a subject matter expert for Retirement Services, driving client satisfaction and retention, and overseeing complex client issues in collaboration with internal teams.
Bookkeeping and PayrollConsultingHuman ResourcesOutsourcingPaymentsSoftware
Responsibilities
Functions as a consultant and business partner to assigned client issues, Service/Operational Teams, Sales and Market leadership to evaluate and deliver on client needs
Responsible for driving client retention and delivering message to clients and associates regarding the Retirement Services value proposition, creating and executing an issue resolution and retention strategy that will help develop a value-based relationship with each client
Participates on task force or project teams that focus on strengthening client relationships
Designs and executes improvements for process and procedures so that established goals are met
Sets and manages client expectations and activity, including identifying and developing additional service opportunities and coordinating delivery of ADP Retirement services and products
Acts as escalation point person overseeing complex client or advisor issues, coordinating internal stakeholders and swiftly bringing issues to resolution
Actively and consistently communicates with clients and internal teams
Also, provides continuous inter and intra departmental communications to enhance the market's effectiveness in dealing with critical client issues
Works with the Senior Director to develop and implement best practices and on business service challenges, product quality and solutions to enhance service delivery
Is responsible for the needs analysis and presentation of new and optional products and services to the client base which can help the Market reach its revenue goals and further add to the overall value proposition and client experience of the base
Conducts financial analyses of client relationship and provides to client and internal service team with perspective on the value of services provided, as needed
Performs other related duties as assigned
Qualification
Required
Over 5 Years, Up to 8 Years of service or relationship management experience in a fast-paced service environment
Within years of experience, must possess at least 5 years of successful business leadership experience
Progressive management experience in consulting or large corporate environment
Experience or familiarity in the Retirement Services industry a must
Must have experience with multiple larger complex clients or advisor relationships and dealing with a broad range of HR-related areas at senior levels of organizations
Bachelor's Degree or its equivalent in education and experience
Preferred
Strong understanding of the 401(k) product and industry. ASPPA QKA, QPA, or CPC credential preferred, but not required
Demonstrated ability to drive results through individual efforts and influencing others, without authority over them
Strategic Thinking - demonstrated ability to assess needs and provide innovative solutions to assist clients in meeting their business objectives through the use of ADP's products and service
Communication-able to interact with all levels in an organization including plan participants, managers and executives. Ability to act as the liaison between clients and ADP Retirement Services
Problem-solving and Collaboration: experience in identifying, solving and executing problem resolution. Must possess strong financial and business acumen and savvy
Understands and is able to explain client pricing and profitability
Responds to internal and external requests for financial, client service, and other reporting requirements
Is able to manage multiple priorities and deliver high-caliber results
Demonstrated ability to lead others through tough situations
Ability to work under pressure with tight time frames
Excellent verbal and written communication skills, including presentation skills
Must possess an executive presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients
Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration
Company
ADP
ADP provides business outsourcing solutions that facilitate businesses in HR, payroll, and administration processes.
10001+ employees
H1B Sponsorship
ADP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (531)
2024 (386)
2023 (340)
2022 (523)
2021 (342)
2020 (353)
Funding
Current Stage
Public CompanyTotal Funding
$17.1B2025-06-27Post Ipo Debt· $7.05B
2025-05-06Post Ipo Debt· $1B
2024-09-05Post Ipo Debt· $1B
Leadership Team
Carlos Rodriguez
President & Chief Executive Officer
Maria Black
President and CEO
Recent News
Business Wire
2025-12-17
MarketScreener
2025-12-17
2025-12-16
Company data provided by crunchbase