Job Description

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.