Team Manager, ProCare Services
ADP – Automatic Data Processing - Washington, DC

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At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
Inspiring Innovation is a core value at ADP and in Dealer Services we offer integrated computing solutions to over 27,000 auto, truck, motorcycle, marine, recreational vehicle and heavy equipment dealers in nearly 90 countries worldwide. At Cobalt , we are the leading provider of digital marketing solutions to automotive manufacturers and dealers in North America. To succeed, we invest in technologies, processes, programs and our people to continually improve the way we service and help our clients run their businesses. In 2011, ADP was named to Forbes list of the top 100 most innovative companies in the world.
Cobalt, a division of ADP is seeking an Team Manager, ProCare Services.
The Team Manager, ProCare Services will be responsible for managing a team of Account Advocates that deliver website account management, online website marketing services and Search Engine Optimization "SEO" services to our customers that include:
Providing exceptional inbound, outbound, and internal customer service;
Providing exceptional, proactive website consultation and / or changes to ensure optimal website performance and usability;
Establishing analyses of website performance that will drive the development of website/Internet marketing best-practices,
Understanding Cobalt website customers' strategic business drivers and implementing website strategies designed to achieve those goals,
Driving traffic to Cobalt customer websites through the oversight or implementation of search engine optimization practices.

PRINCIPAL DUTIES & RESPONSIBILITIES
Team Management
Manage team to deliver on defined performance targets for on boarding, monthly maintenance, dealer engagement, and customer satisfaction. Ensure cross-teaming with Sales, Account Advocates, SEO Specialists, Paid Search Specialists, Content and Technical Support teams, providing account support and building excellent customer relationships at all levels.
Manage the day-to-day activities of the team including: team scheduling; Ensure dissemination of process, policies, performance and quality expectations, technical and new product, department / company information and ensure understanding and adherence.
Provide management and professional guidance to team members through regular one-on-one meetings, regular team meetings, monthly account reviews, quarterly and annual performance goals and reviews, documenting and delivering timely performance and behavior feedback while taking appropriate disciplinary actions as required.
Manage team to ensure adequate account coverage through team schedules and back-ups. Responsible for determining staffing needs, recruiting, hiring, disciplinary actions and terminations.. Responsible for coaching and developing staff to meet or exceed job expectations as well as counsel and help direct career development.
Drive the development of the Account Management and / or Search Engine Optimization discipline within the team: establish, manage to and work with Functional Alignment Manager to drive standard account management methodology within the team.
May be responsible for owning and driving performance for an OEM program. Assisting with quarterly business review preparation, adhoc reports and projects. Responsible for participating in OEM launch projects and being the representative and spokesperson for the Advocates or SEO functions.

Customer Relations
Conduct, review, and respond to customer satisfaction surveys. Prepare action plan(s) to address identified issues. Improve customer relations which are reflected in customer service index (CSI) and net promoter score (NPS).
Coach and mentor team with customer escalations and non-engagement; assist in problem evaluation and resolution; work directly with customers as necessary to resolve escalated issues. Prepare appropriate status reports for delivery to customers and Cobalt management.
Inform management of potential customer problems; when necessary, escalate customer problems to leadership for assistance in resolving the problem and/or dealing with the customer.
Attend and represent Cobalt Services team in customer meetings and marketing events as needed.
Proactively work cross-departmentally with Sales, Enterprise Sales, Finance, IFS, Marketing, Center of Excellence and other Service teams on behalf of your team to resolve problems and deliver results to our customer

Experience, Skills, Academic:
KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrated success in an account management or search engine optimization role.
Leading, coaching or mentoring an account management team and / or search engine optimization team.
Strong understanding of proactive account management principles and / or search engine optimization principles.
Demonstrated understanding of Internet marketing methodologies (organic search and paid marketing) preferred.
Experience in developing and delivering performance analysis to both internal and external customers.
Ability to quickly learn and understand complex software products and explain these to customers.
Proven ability to manage and complete tasks according to assigned timelines in a fast-paced environment.
Proven time management skills; must be able to work independently and handle multiple ongoing tasks with rapidly changing priorities.
Working expertise with Windows, Excel, and MS Word is required.
Working knowledge of the internet is required.
Working experience with a Customer Relationship Management experience to manage and track accounts and report results.

Qualifications Required :
Demonstrated success in an account management or search engine optimization role.
Leading, coaching or mentoring an account management team and / or search engine optimization team.
Strong understanding of proactive account management principles and / or search engine optimization principles.
Demonstrated understanding of Internet marketing methodologies (organic search and paid marketing) preferred.
Experience in developing and delivering performance analysis to both internal and external customers.
Ability to quickly learn and understand complex software products and explain these to customers.
Proven ability to manage and complete tasks according to assigned timelines in a fast-paced environment.
Proven time management skills; must be able to work independently and handle multiple ongoing tasks with rapidly changing priorities.
Working expertise with Windows, Excel, and MS Word is required.
Working knowledge of the internet is required.
Working experience with a Customer Relationship Management experience to manage and track accounts and report results.

About ADP :
We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
PPC HTF JBC

Job Category:
Digital Marketing

Area of Interest:
Paid Search/Online Advertising

Locations:
United States, Seattle, WA

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Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...