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 the SVP Client Success Management. This senior role is responsible for ensuring that Global Payroll clients derive maximum business value throughout their lifecycle with ADP. Success metrics include retention & 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. This role holds full accountability for team performance and requires mature leadership, strong change management, and excellent people skills, with high visibility among executive and senior leadership teams.
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 its partners to optimize global client relationships.
3. Cultivate 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 aligned with executive leadership.
6. Monitor business performance against plans, taking corrective actions as needed.
7. Partner with functional leaders to oversee business health in areas like client loyalty, service, operations, and compliance.
8. Supervise all client success associates, focusing on training, motivation, and development.
9. Drive initiatives to improve governance, processes, and client loyalty.
10. Challenge existing processes and generate innovative solutions for client needs.
11. Communicate project strategies and secure funding and buy-in from stakeholders.
12. Oversee disaster recovery and service recovery efforts in collaboration with the Global Security team.
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 systems.
16. Keep leadership informed of progress and initiatives.
17. Ensure consistent implementation of initiatives aligned with operational and 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 organizations with influence across multiple relationships.
* Leadership qualities emphasizing collaboration and integrity.
* Proven track record in building high-performing teams and engaging workforce.
* Ability to develop internal and external partnerships and manage growth.
* Expertise in process improvement, change management, and strategic execution.
* High energy, resilience, and a positive outlook.
* Excellent communication, time management, and organizational skills.
* Passion for quality, adaptability to diverse environments, and cross-cultural competence.
* Experience in business development and growth initiatives.
EDUCATION AND EXPERIENCE :
* Bachelor's Degree, MBA, or equivalent.
* Fluent in English, with excellent communication skills.
* Minimum of 10 years in leadership, sales, implementation, or client management roles within Payroll, Benefits, HR, or related services.
* Experience leading multinational teams globally.
OTHER :
International travel may be required.
ADP values Diversity, Equity, Inclusion & Equal Employment Opportunity.
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