Senior Client Account Manager

Senior Client Account Manager

The Senior Client Account Manager (Senior CAM) is responsible for ensuring the overall quality and timely delivery of global payroll while enhancing client satisfaction. Acting as the main contact for key or complex accounts, the Senior CAM understands the client's structure and needs, drives governance meetings, tracks KPIs, and ensures all deliverables meet expectations. Representing ADP with professionalism, they act quickly on feedback, build trust, and lead improvement initiatives to ensure long-term client success.

Essential Duties & Responsibilities:

Training, knowledge and continuous improvement is constantly up to date with knowledge and has high expertise of ADP systems, processes, policies, and client specifics. Responsibilities include, but are not limited to:

• Timely and successfully completing the mandatory onboarding training during the first month (CAM Academy) and ongoing monthly learning campaigns.
• Creating and maintaining accurate standardized payroll processing documentation for assigned clients.
• Leading Welcome to Service/Celergo walkthroughs and demos for clients, prospects, internal & external Stakeholders to clarify roles, standard processes, and ensure efficient collaboration.
• Facilitating workshops, refreshers, and sharing best practices with the internal or external team, acting as Champions and contributing with expertise on different process areas.
• Facilitating decision-making by management after analyzing alternatives available to deliver agreed upon operational results and improvement initiatives.
• Identifying process gaps, proposing improvements, and contributing to internal projects, pilot programs, or task forces aiming to increase service quality and efficiency.

End-to-End Payroll Process Drive & SLA's Oversight

Manage a portfolio of high-complexity clients, oversee the complete payroll cycle, from data input to pay date and ensure that key payroll milestones are respected and that all deliverables meet timeliness and accuracy standards:

• Ensure step by step processes are followed by Client and Local Partner and take appropriate actions to increase standard process adoption.
• Ensure each client payroll calendar is managed timely and effectively with both the client and Payroll Partners, and that payrolls are paid on time.
• Ensure client deliverables and SLAs are being completed timely and accurately.
• Responsible for generating reports to analyze, audit, and reconcile payroll data.
• Audit payroll calculations received from global payroll providers.
• Manage all steps of the funding process for payment solutions.
• Highlight and escalate relevant matters that may impact on the successful processing of client payrolls and propose appropriate solutions and workarounds to mitigate the impact.
• Complete and deliver timely and accurate monthly metrics.
• Manage system configuration changes and ensure correct mapping between local payroll systems and central platforms (e.g., employee IDs, pay elements, GL codes); liaise with internal teams (GSS, Integration, Partners, PSS) and ensure all changes are reflected accurately.
• Troubleshoot and support all activities related to internal processes (i.e., NPS, CAR-LOB, T2S tracker, etc.)
• Address any billing discrepancies promptly, including incorrect or past due invoices.

Client & Partner Relationship Management

Act as the main local contact for clients and partners, fostering long-term relationships through consistent communication and a service-oriented mindset:

• Schedule and facilitate regular (monthly/quarterly) service reviews and ad-hoc meetings to seek alignment and expedite resolution of high priority items, share meeting agendas and meeting minutes with all stakeholders.
• Drive stabilization programs when needed to ensure smooth payroll delivery.
• Maintain issue logs, track progress, and provide regular updates to clients and ADP leadership.
• Successfully collaborate with local partners and ADP teams to solve issues, accelerate progress and drive client satisfaction.

Escalation & Incident Management

Manage first-level local escalations:

• Analyze issues, coordinate resolution across teams, and keep the client informed until closure.
• Support root cause analysis, contribute to corrective and preventive actions, and present RCA findings to the client.
• Provide operational support to CAMs, peers and leadership in managing complex or critical escalations.

Regional (EMEA) / Global Account Ownership

Act as the primary global/regional contact for the client, supporting beyond the standard CAM role as per the Account Owner responsibilities:

• Manage strategic client relationships, lead governance calls, and coordinate escalations and follow-ups.
• Oversee SLA reporting, ensure insight dashboard accuracy, and drive improvement plans for underperforming payrolls. Collaborate with CAMs and internal teams on client projects and retention strategies based on feedback and performance metrics.

Metrics & KPIs:

Success is measured by client satisfaction (NPS) and operational excellence, aligned with BU annual objectives and local office needs. Key indicators targets are set and communicated annually, they include, but are not limited to:

• On-time and accurate delivery of all payroll outputs and month-end reporting/metrics
• Meeting contractual SLAs for ticket resolution
• Productivity targets: number of payrolls/payslips managed monthly
• Client satisfaction (NPS) and zero security incidents
• Timely and successful completion of mandatory training
• Account Ownership targets

Requirements:

Strong client relationship and account management skills

Languages: business proficiency in English (verbal and written), bilingual skills are a plus

Education: Degree or equivalent work experience in BA, HR, Finance, or related fields

Experience: 5+ years of working experience, 3+ years' experience in a service environment

Proficient in office and collaboration tools: MS SharePoint, MS Office & ticketing tools

Other Skills and Abilities:

High level of responsibility, self-directed

Strong consultative skills: exercise judgment and make recommendations for specific courses of action based on trade-offs between business opportunities and risks

Strong relationship-building and cross-cultural collaboration skills

Strong active listening, empathy and communication skills

Effective presentation, facilitation and meeting management skills

Excellent time management, organization, prioritization, and proactivity

Collaboration, coordination, and conflict management skills

Analytical thinking, problem-solving, and troubleshooting

High attention to detail, adaptability, and resilience

Strict confidentiality with payroll data