Strategic Client Success Director

hace 2 días


Barcelona, Barcelona, España Clevelcrossing - Jobboard A tiempo completo

Job Purpose:
As a key member of the CSL and GV Senior Leadership Teams, the Vice President Client Success will report 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 be responsible for ensuring Global Payroll clients are realizing 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.

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 optimize the relationships with our clients globally.
• Embed a culture of continuous improvement and strong associate engagement.
• Manage resources and ancillary costs to maximize 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.
• Oversee the deployment and management of disaster recovery efforts (service recovery) within the Client Success organization and manage related field/operational communication channels in partnership with the Global Security organization.



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