Marta S.

Senior Customer Success Manager @ADP

Lyon, FR

Single Point of Contact (SPOC) for outsourced services: ensuring seamless service delivery to clients in the mid-market (ARR 100k - 1.5mln €) sector globally- Client Advocacy: Voice of the Client within ADP, advocating for client-desired outcomes and promoting ADP as the provider of choice for multinational portfolio management- Customer Satisfaction & Relationship Health: Oversee and maintain client satisfaction, ensuring strong relationships and client loyalty- Escalation Management: Facilitate the resolution of critical issues, coordinating with Service & Operations leadership- Service Reviews & KPI Analysis: Compile and deliver comprehensive monthly and quarterly Service Reviews, including detailed KPI analysis- Product Adoption & Client Education: Educate clients on new products and enhancements, driving adoption and utilization- NPS Improvement & Feedback: Own the NPS closed-loop feedback process, providing valuable insights and driving improvement actions- Contractual & Commercial Support: Address contractual and commercial queries in collaboration with the sales team- Upselling & Cross-Selling: Identify and leverage new sales opportunities within existing accounts- Service Delivery Monitoring: Monitor client performance under contract terms, ensuring optimal service delivery- Retention/churn ManagementAchievements- Maintained a 9.5/10 NPS from clients- Identified and recovered €430K in debt from a client through out-of-court settlement- Ensured continuity of services during a company new legal entity creation for a legal name change- Turned around a difficult client set on terminating services by proposing a 3-month extension, saving them $40K while maintain revenue for the company and ensuring a smooth transition. Despite the termination, the client left on positive terms, appreciating my transparent and fair approach.