Location:
Staines, UNITEDKINGDOM(GENERAL), United Kingdom
Posted on:
May 04, 2023
Profile:
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. 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 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 into one optimized, high-performing Client Success team.
KEY RESPONSIBILITIES:
1. Build and lead a high performing Client Success leadership team focused on the delivery of an exceptional client experience as measured through NPS.
2. Work with senior leaders across ADP and our partner network to optimize relationships with our clients globally.
3. Embed a culture of continuous improvement and strong associate engagement.
4. Manage resources and ancillary costs to maximize Revenue Growth, NOI, and Associate and Client Experience.
5. Develop the Client Success strategy in conjunction with other Executive leaders.
6. Proactively monitor business performance & operating results against plans and objectives.
7. Proactively partner with functional leaders to monitor the health of business operations related to client loyalty and service.
8. Direct and supervise all client success associates regarding training, compensation, motivation, and development.
9. Drive initiatives to improve efficiency in Client Success governance and processes.
10. Effectively communicate the strategic importance of projects and create business cases for funding.
11. Oversee the deployment and management of disaster recovery efforts within the Client Success organization.
12. Ensure compliance with legal and contract-related aspects of Client Success organization.
13. Understand and leverage global best practices to optimize processes across Global Payroll.
14. Implement ongoing management Information reporting and metrics for performance management.
15. Ensure consistent rollout of initiatives across Global Payroll Client Success.
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.
SKILLS AND KNOWLEDGE:
1. Strong executive presence and ability to build effective working relationships.
2. Deadline oriented, with the ability to work under pressure.
3. Experience in matrix environments with the ability to influence multi-directional relationships.
4. Great leadership qualities with a focus on collaboration.
5. Integrity, ambition, and results-orientation.
6. Experience in building high performing teams.
7. Ability to establish effective partnerships with stakeholders.
8. Proven ability to drive process improvement.
9. Excellent decision-making skills.
10. High levels of energy and resilience.
11. Excellent time management and organizational skills.
12. Passion for quality and excellence.
EDUCATION AND EXPERIENCE:
Bachelor's Degree, MBA or other advanced degree. 10 years of experience in leadership, sales, implementation, operational and/or client management, preferably in Payroll, Benefits, Talent, Human Resources, or Outsourced technology-based services.
OTHER:
Travel to ADP and client locations internationally as required.
Diversity, Equity, Inclusion & Equal Employment Opportunity:
ADP is committed to equal employment opportunities regardless of any protected characteristic.
Ethics at ADP:
ADP conducts business with the highest ethical standards and expects all employees to uphold these values.
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