The Client Engagement Manager (CEM) is the primary point of contact for SBS/Mid-Market Clients throughout their entire journey—from onboarding through live payroll operations.
The role focuses on building a strong HCM Client relationship, ensuring a smooth transition to ADP, processing accurate monthly payrolls and acting as a trusted partner to resolve issues and drive compliance.
As an individual contributor, the CEM works closely with client practitioners and BU stakeholders, including leaders from Sales, Implementation, Service, and R&D.
The CEM works collaboratively within a POD team model with peers to provide scalable, consistent, and expert client support.
Key responsibilities:
Client Relationship Management & Satisfaction
- Partner with Sales to capture Client future needs
- Serve as the main contact for Clients during onboarding, live payroll and HCM operations phases.
- Ensure client satisfaction scores, achieve payroll accuracy, and meet all payroll deadlines consistently.
- Provide client guidance and training on payroll best practices and iHCM functionalities.
- Foster strong client relationships to ensure high satisfaction and trust.
- Work within a POD model to share client responsibilities, knowledge, and ensure continuity of service.
- Participate in contractual commercial & new business activities.
End-to-end Payroll Delivery & Technical Expertise
- Perform end-to-end payroll processing accurately and on time, ensuring compliance with local legislation.
- Guide clients through data migration, configuration, testing, and go-live support.
- Troubleshoot payroll discrepancies, technical issues, and support client queries.
Issue Resolution & Escalations
- Manage escalations, service reviews, billing, and backlog items as part of client support.
- Empowered to make decisions within defined parameters to resolve client issues promptly.
Continuous Improvement
- Collaborate with domain experts to optimize processes and support continuous improvements.
- Analyze client feedback and payroll performance metrics regularly to identify opportunities for process enhancements and efficiency gains.
Project Coordination (Client Onboarding & Service Delivery Projects)
- Partner with Sales to capture client needs, scope, and commitments; lead internal handovers to ensure alignment.
- Manage project coordination of implementation project and internal improvement projects such as OBT’s.
Compliance, Data Privacy & Risk Management
- Ensure compliance with data privacy regulations and internal security policies related to payroll data.
Stakeholder Management & Collaboration
- Partner with Sales to capture client needs, scope, and commitments; lead internal handovers to ensure alignment.
- Manage project coordination, including implementation plans, milestones, and internal collaboration.
- Work within a POD model to share client responsibilities, knowledge, and ensure continuity of service.
Hard skills:
- Deep understanding of payroll processes and local payroll compliance,
- Project management skills to coordinate timelines, deliverables, and stakeholder communication.
- Technical expertise in payroll configuration, data migration, testing (including parallel runs), and payroll processing.
- Ability to analyze reports, support audits, and maintain compliance documentation.
- Proficiency in managing client onboarding and service delivery milestones.
- Proficiency with iHCM, Siebel, Jira & Planview
Soft skills:
- Strong communication skills for clear, concise client and internal stakeholder interactions.
- Attention to detail to ensure accuracy and error-free payroll processing.
- Problem-solving skills to resolve client issues, conflicts, and escalations efficiently.
- Client advocacy and relationship management to build trust and represent client priorities.
- Time management and multitasking to handle multiple clients and meet payroll deadlines.
- Collaboration and teamwork within the POD model to share knowledge and responsibilities.
- Resilience and adaptability to thrive in a dynamic, fast-paced environment.
- Advanced Dutch language is required.
Travel: this role may require occasional travel to client sites or company offices.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
