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 line to the SVP Globalview and SVP Client Success Management. This senior role is responsible for ensuring that Global Payroll clients derive maximum value throughout their relationship with ADP. Success metrics include retention and renewal rates, client advocacy, share of wallet growth, and loyalty as measured by NPS.
The VP will transform existing client relationship teams into a unified, high-performing, scalable Client Success team that meets the needs of Global Payroll clients. The role demands full accountability for team performance, high visibility with executive management, and strong leadership and change management skills.
KEY RESPONSIBILITIES :
1. Build and lead a high-performing Client Success leadership team focused on delivering an exceptional client experience as measured by NPS.
2. Collaborate with senior leaders across ADP and partner networks to optimize global client relationships.
3. Foster a culture of continuous improvement and employee engagement.
4. Manage resources and costs to maximize revenue growth, NOI, and client satisfaction.
5. Develop the Client Success strategy in alignment with other executive leaders.
6. Monitor business performance and take corrective actions as needed.
7. Partner with functional leaders to oversee business health related to client loyalty, service, and compliance.
8. Supervise all client success associates, including training, coaching, and development.
9. Drive initiatives to improve governance, processes, engagement, and loyalty.
10. Challenge established processes and generate innovative client solutions.
11. Communicate project strategies and secure funding and buy-in.
12. Oversee disaster recovery and service recovery efforts, coordinating with Global Security.
13. Ensure compliance and contractual ownership within the Client Success organization.
14. Leverage global best practices to optimize processes across Global Payroll.
15. Implement and manage performance metrics and reporting tools.
16. Keep leadership informed of progress and initiatives.
17. Ensure consistent implementation of initiatives aligned with strategic plans.
SUPERVISORY RESPONSIBILITIES :
Lead a global team of 8 Client Success leaders and 180 associates across multiple locations.
SKILLS AND KNOWLEDGE :
* Strong executive presence and relationship-building skills at all organizational levels.
* Ability to work under pressure and meet deadlines.
* Experience in matrix environments, influencing multi-directional relationships.
* Leadership qualities focused on collaboration and team development.
* Integrity, ambition, and results-oriented mindset.
* Proven talent development and engagement skills.
* Ability to establish effective stakeholder partnerships.
* Experience managing growth and driving process improvements.
* Decision-making skills and resilience.
* Motivational skills across organizational levels.
* Ability to challenge the status quo and lead change initiatives.
* Market awareness and proactive challenge management.
* Excellent organizational and communication skills.
* Passion for quality, excellence, and flawless execution.
* Adaptability to diverse environments and cultures.
* Experience in business development and growth initiatives.
EDUCATION AND EXPERIENCE :
* Bachelor's Degree; MBA or higher preferred.
* Fluent in English, with excellent communication skills.
* Minimum of 10 years in leadership roles within payroll, benefits, HR, or outsourced tech services, including global team management.
OTHER :
International travel may be required.
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