Vice President of Client Success

Job Purpose:

The Vice President of Client Success will be a key member of the CSL and GV Senior Leadership Teams, reporting 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 realizing maximum business value from their relationship with ADP across their lifecycle.

Success is measured by retention & renewal rates, willingness to act as a 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 optimized, 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 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.
• Ensure 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 ongoing 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 organization.
• 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 organizational 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.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity.

ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.