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Lead Client Success Ops Mgr
hace 3 semanas
**ADP is hiring a Lead Client Success Operations Manager.**
In this role, you will join the National Accounts (NAS) Client Success Organization and be responsible for designing and implementing solutions, as well as administering our Client Success (CS) platform. This includes gathering and managing data requirement and working with key stakeholders (including senior leadership) to enable our client success team to deliver exceptional value to our clients. As a Lead Client Success Operations Manager, you be responsible for delivering impactful solutions to your key stakeholders and using your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.
To thrive in this role, you will leverage your process and data-oriented mindset and passion for customer success to build out new processes and procedures that make our business run smoother, quicker, and smarter. You will combine your operations acumen and analytical skills to help us get the most value from our client success platform and processes.
**WHAT YOU'LL DO**:
**What you can expect on a typical day**:
- Support, maintain, configure and administer the daily operations of our CS platform for the NAS Client Success Organization
- Identify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and data
- Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement
- Interface regularly with our internal team to surface client success data requirements
- Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting
- Detect early signals of at-risk accounts and create automated alerts for CSMs to address them
- Build workflows and dashboards that analyze client data to identify new opportunities that trigger actions for CSMs to proactively engage with clients
- Implement new playbooks and changes to existing playbooks
- Define and evolve client health scoring and reporting
- Ensure all processes are well documented and maintained up to date
- Create and refine reports for business leaders, optimizing them for automation as needed
**TO SUCCEED IN THIS ROLE**:
BA/BS
- or equivalent in education and experience
- Passion for customer success and designing processes that scale
- 4 years of experience in Client Success
- 2+ years of experience working in B2B or Enterprise softwareAbility to analyze data sets and present findings in actionable and insightful ways
- Ability, desire, and aptitude to learn new tools and systemsAbility to work cross-functionally in a rapidly changing environment.
- Understand and translate business needs into technical requirements and design
- Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
- Strong communication skills; able to work with a variety of stakeholders including senior leaders
LI-FD1
LI-Hybrid
**A little about ADP**: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
