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Executive Relationship Manager II Resume Example

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EXECUTIVE RELATIONSHIP MANAGER II
Executive Summary
As a passionate, qualified, and tenured ADP Executive Relationship Manager, I have been able to successfully protect over $10 Mil in revenue and drive client loyalty through deep strategic partnerships focused on value and satisfaction. Acting as an advocate for our clients has honed skills which will ultimately bring success in pursuing a role as a people leader within ADP as well.  Strengths such as relationship building, empathy, strategic account management, responsibility, issue resolution, and more are critical in building trust with associates and creating positive change for ADP. My fifteen year tenure with ADP has allowed me to build very valuable partnerships internally and gain a holistic understanding of our business. This knowledge is invaluable in being able to effectively marry the right ADP products, services, and resources to any client need. However, beyond the hard and soft skills which make me a qualified candidate for assuming the role as Relationship Manager of Client Loyalty, I ultimately believe it is my story and passion for ADP that will inspire and motivate associates within the department, cultivating a culture in which members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive positive results.  As an independent contributor, I have been trusted to take on leadership positions in various opportunities with great results;
  • Executive Relationship Manager (ERM) Business Process Innovation (SIG) : Participated on a steering committee of ERM's charged to identify opportunities to create efficiency in account management. This effort led to the development of new tools such as the Client Loyalty Dashboard, Solution & Process Optimization Review and Client Output document, etc.
  • Participated in the Aspiring Leaders program in FY'15 successfully collaborating with team members and associates across Central to develop and roll out a process to improve communication.
  • Nominated as Central's participant for Associate Advisory Council in FY'15 whereby an individual from each business unit was elected to participate with XCOM in identifying ways to foster honest, two-way dialogue between associates and leaders, gain valuable insights, and further ensure that we are creating an excellent associate experience.


Core Qualifications
  • Strategic account management skills with a focus on client satisfaction and loss prevention
  • Keen ability to create and strengthen internal and external partnerships
  • Strong ADP product knowledge and value prop


  • Exceptional communication skills
  • Proven negotiation skills
  • Efficient in conflict resolution
  • Strong competitive and market intelligence
Professional Experience
Munich ReProvidence , RIExecutive Relationship Manager II03/2010 to Current
  • Executive ADP advocate for base of clients representing $10 Mil+ in revenue
  • Responsible for driving loyalty and minimizing loss by constantly reselling the value of ADP
  • Develop and enhance strategic business partnerships and build trust with key decision makers in partner organizations
  • Possess broad industry and competitive knowledge that facilitates a complete understanding of ADP and Client critical business initiatives, strategic direction, and requirements to proactively demonstrate and deliver increased value
  • Engage in regular meetings to drive utilization and ROI on ADP products and services
  • Promote client engagement through participation of client programs such as ADP Pro Conference, Client Advisory Council, Executive Roundtables, etc.
  • Active team contributor recommending and guiding solutions/innovation within team
  • Peer mentor
  • Accomplishments:
    • Exceptional performance ratings year over year
    • Above average scorecard results in comparison to Center and Peer results including various NPS metrics and retention
    • Effectively able to retain high revenue accounts in difficult and competitive save situations. Ex: Transdigm $1.3 Mil and Epic Health $750K



Automatic Data ProcessingCity , STATEKey Account Manager - Dedicated Representative02/2005 to 03/2010
  • Dedicated support for clients representing $2 Mil in MAS revenue
  • Liason for non-managed client escalations
  • Project managed complex issues spanning multiple business units
  • Recommend additional ADP products when need arose
  • Implement all new business 
  • Created successful cross-BU relationships with management to assist with escalated and urgent client needs.
  • Conduct project based and/or proactive client visits to enhance the client relationship
  • Delivered client and associate training boosters 
  • Serve as a mentor for associates 


Automatic Data ProcessingCity , STATESenior Client Account Specialist02/2001 to 02/2005
  • Handle client inquiries regarding payroll and HR products
  • Resolve issues relating to product capability and client product knowledge
  • Ensure client utilization of appropriate processing procedures
  • Subject matter expert in taxes, general ledger, benefit accruals, payroll
  • Participate in organizational projects including new hire mentoring and Year End team
  • Act as team lead for Resolution by managing case assignment and prioritization of urgent cases
GTE/ VerizonCity , STATESenior Remittance Coordinator02/2000 to 02/2001
  • Process residential and commercial customer payments for multiple business lines
  • Responsible for issue resolution including missing payments and balance credits
  • Participate in management and customer conference calls to reconcile accounts and resolve issues
  • Employee of the month November 2000 and January 2001.
Prestige Portrait StudioCity , STATECustomer Service Specialist02/1999 to 02/2000
  • Scheduled customer portrait settings and viewing appointments
  • Worked with lab vendor on timely shipments
  • Ordered supplies
  • Prepared financial balance reports, bank deposits, and Bi-weekly inter-company revenue reports
  • Prepared lighting/accents for portrait session
  • Coordinated office remodel
Education
Associate of Arts:Business ManagementTarrant County Community College, City, State, USACoursework in Business Management in Progress
2011Business Acumen
2012Executive Presentation Skills
High School Diploma2000Nimitz High School, City, State, USA
Skills

Strategic, effective communicator, collaborative, team player, natural leader, empathetic, responsible, restorative, results oriented, adept in Microsoft Office Suite and ADP internal systems, business acumen, negotiation skills, high-energy, motivated, passionate

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72Average
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Resume Overview

School Attended

  • Tarrant County Community College
  • Business Acumen
  • Executive Presentation Skills
  • Nimitz High School

Job Titles Held:

  • Executive Relationship Manager II
  • Key Account Manager - Dedicated Representative
  • Senior Client Account Specialist
  • Senior Remittance Coordinator
  • Customer Service Specialist

Degrees

  • Associate of Arts : Business Management
    2011
    2012
    High School Diploma 2000

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