VP Client Success

Location
Barcelona, Catalonia, Spain, Spain

Posted on
Mar 23, 2023

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JOB PURPOSE:

The Vice President Client Success will be a member of the CSL and GV Senior Leadership Teams and reports directly to the President of Celergo Streamline with a dotted reporting line into the SVP Globalview and the SVP Client Success Management . This senior role will have full responsibility for ensuring Global Payroll clients are realising maximum business value from their relationship with ADP across their lifecycle. Success is measured by retention & renewal rates, willingness to act as reference, share of wallet growth and client engagement and loyalty as measured by NPS. The VP Client Success will be responsible for transforming the various existing client relationship teams who are responsible for our Global Payroll clients into one optimised, high performing and scalable Client Success team which addresses the needs of our Global Payroll clients. She/He will have full accountability for the performance of the Client Success team and this role will have high visibility with executive management and internal and external Senior Leadership teams and requires mature leadership and strong change management, leadership and people skills.

KEY RESPONSIBILITIES:

Build and lead a high performing Client Success leadership team focused on the delivery of an exceptional client experience as measured through NPS
Work with senior leaders across ADP and our partner network to optimise the relationships with our clients globally
Embed a culture of continuous improvement and strong associate engagement
Manage resources and ancillary costs to maximise Revenue Growth, NOI and Associate and Client Experience
Develop the Client Success strategy in conjunction with other Executive leaders
Proactively monitor business performance & operating results against plans and objectives, taking adequate steps to correct shortfalls in performance.
Proactively partner with functional leaders to monitor the health of the business operations as it relates to client loyalty, service, operations, relationship management, contracting, compliance, , security and training.
Responsible for the direction and supervision of all client success associates with regards to training/coaching, compensation, motivation and development
Actively drive initiatives to improve efficiency in Client Success governance, structures and processes as well as associate engagement and client loyalty.
Challenge well established processes or procedures and generate innovative ideas to creatively enhance client solutions.
Effectively communicate the strategic importance of projects and create business cases to gain funding and buy-in from key constituents. Ultimately ensure overall success of these initiatives and investments.
Oversee the deployment and management of disaster recovery efforts (service recovery) within the Client Success organisatoin and manage related field / operational communication channels in partnership with the Global Security organisation
Ensures Client Success organization has and maintains the right focus on compliance, legal, and contract related aspects; in particular drives a culture of ownership of Client-related contractual aspects in close coordination with the heads of the affected functions
Understand and leverage global best practices to accelerate development and deployment of solutions to optimize processes across Global Payroll
Execution of the ESI Service Delivery system strategy; improving the ease of use, adoption & interaction through facilitating regular and ongoing voice of client and associate feedback
Implement on-going management Information reporting and metrics to enable performance management across all areas of Global Payroll Client Success
Ensuring the Global Payroll leadership teams and key stakeholders are kept informed of progress and initiatives
Ensure consistent rollout of initiatives across Global Payroll Client Success as well as alignment with CSL's Operational and Strategic plans

SUPERVISORY RESPONSIBILITIES:

A leader of leaders, responsible for leading the Client Success teams across the globe consisting of 8 Client Success leaders and 180 associates in numerous locations across the globe.

SKILLS AND KNOWLEDGE:

Strong executive presence, with the ability to build effective working relationships at all levels of an organization, from front-line associates to senior Executives.
Deadline oriented, with the ability to work under pressure and tight time frames.
Experience working within matrix environments with a strong ability to effectively influence multi-directional and non-linear relationships.
Must possess great leadership qualities with the focus on a team-based approach using collaboration.
Must operate with integrity, ambition, and results-orientation.
Experience in building high performing teams, with the ability to identify and develop talent across an organization.
Proven ability to create and sustain an engaged workforce.
Proven ability to establish effective partnerships with internal and external stakeholders.
Proven ability to deal effectively with growth in sales and the existing client base.
Proven ability to drive process improvement using industry best practice methodology and execute change
Proven track record in execution of initiatives with an excellent decision-making skill set
Display very high levels of energy, resilience and maintaining a positive outlook even in the face of adversity.
Able to motivate and engage associates at all levels of the organisation.
Must be able to challenge the status quo and influence multi-directional and non-linear relationships.
Must be able to clearly articulate strategy and obtain buy-in from various stakeholders and resources
Willing to lead unproven initiatives, challenging new projects, untested, crossing functional and/or unit boundaries, leading change
Must be marketplace informed, anticipate adverse events, react to unforeseen challenges
Excellent time management, presentation and organisational skills
Passion for quality and excellence with a relentless drive towards flawless execution
Able to adapt style to different working environments, situations and cultures.
High level of collaboration, effective relationships, broad cross functional and general management experience with international teams and multi-cultural relationships.
Experience establishing and executing on new business development and growth initiatives.

EDUCATION AND EXPERIENCE:

Bachelor's Degree , MBA or other advanced degree
Excellent written and oral communication skills in English
10 years of experience with a combination of leadership, sales, implementation, operational and/or client management. Experience should be in Payroll, Benefits, Talent, Human Resources, or Outsourced technology based services
Demonstrable experience leading multi-national teams across the globe.

OTHER:

Travel to ADP and client locations internationally as and when required

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