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 and with dotted lines to the SVP of Globalview and the SVP of Client Success Management. This senior role is responsible for ensuring that Global Payroll clients derive maximum value from their relationship with ADP throughout their lifecycle. Success metrics include retention and renewal rates, client advocacy, share of wallet growth, and client engagement and loyalty as measured by NPS.
The VP of Client Success will lead the transformation of existing client relationship teams into a unified, high-performing, scalable Client Success team tailored to Global Payroll clients. The role demands full accountability for team performance and high visibility with executive management and senior leadership, requiring mature leadership, change management, and strong people skills.
KEY RESPONSIBILITIES :
* Build and lead a high-performing Client Success leadership team focused on delivering exceptional client experience as measured by NPS.
* Collaborate with senior leaders across ADP and partner networks to optimize global client relationships.
* Foster a culture of continuous improvement and employee engagement.
* Manage resources and costs to maximize revenue growth, NOI, and client satisfaction.
* Develop and implement the Client Success strategy in alignment with executive leadership.
* Monitor business performance proactively and address shortfalls.
* Partner with functional leaders to oversee business health related to client loyalty, service, and compliance.
* Supervise all client success associates in training, coaching, and development.
* Drive initiatives to improve governance, processes, and engagement.
* Challenge established processes and generate innovative client solutions.
* Communicate project strategies and secure funding and buy-in.
* Oversee disaster recovery and service recovery efforts in partnership with Global Security.
* Ensure focus on compliance, legal, and contractual issues, fostering a culture of ownership.
* Leverage global best practices to optimize processes across Global Payroll.
* Implement and manage performance metrics and reporting systems.
* Keep leadership informed of progress and initiatives.
* Ensure consistent rollout 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 across all organizational levels.
* Ability to work under pressure and meet deadlines.
* Experience in matrix environments with influence across multiple relationships.
* Leadership qualities emphasizing collaboration and integrity.
* Proven talent development and team-building skills.
* Ability to create an engaged workforce and establish effective stakeholder partnerships.
* Experience managing growth and driving process improvements.
* Decision-making skills, resilience, and a positive outlook.
* Excellent communication, time management, and organizational skills.
* Passion for quality, excellence, and flawless execution.
* Ability to adapt to diverse environments and cultures.
* Experience in business development and growth initiatives.
EDUCATION AND EXPERIENCE :
* Bachelor's Degree; MBA or advanced degree preferred.
* Minimum 10 years in leadership, sales, implementation, or client management within Payroll, Benefits, Talent, HR, or outsourced tech services.
* Experience leading multinational teams globally.
OTHER :
Willingness to travel internationally as required.
ADP is committed to Diversity, Equity, Inclusion, and Equal Employment Opportunity.
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