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 maximize business value throughout their relationship 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 the needs of Global Payroll clients. The role holds full accountability for team performance and requires mature leadership, strong change management skills, and the ability to work effectively with executive and senior leadership teams.
KEY RESPONSIBILITIES :
* Build and lead a high-performing Client Success leadership team focused on delivering exceptional client experiences measured through NPS.
* Collaborate with senior leaders across ADP and partner networks to optimize global client relationships.
* Foster a culture of continuous improvement and high associate engagement.
* Manage resources and costs to maximize revenue growth, NOI, and client satisfaction.
* Develop and implement the Client Success strategy in alignment with other executive leaders.
* Monitor business performance and take corrective actions as needed.
* Partner with functional leaders to ensure business health related to client loyalty, service, operations, and compliance.
* Oversee training, coaching, and development of client success associates.
* Drive initiatives to improve governance, processes, associate engagement, and client loyalty.
* Challenge existing processes and generate innovative solutions for client success.
* Communicate project importance and create business cases for initiatives.
* Manage disaster recovery efforts and related communications in partnership with Global Security.
* Ensure compliance and contractual obligations are met, 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 at all organizational levels.
* Ability to work under pressure and meet deadlines.
* Experience in matrix environments and influencing complex relationships.
* Effective leadership, integrity, ambition, and results-oriented mindset.
* Proven talent development and team-building capabilities.
* Ability to foster an engaged workforce and establish stakeholder partnerships.
* Experience managing growth and process improvements using industry best practices.
* Decisiveness, resilience, and positive outlook, even in adversity.
* Excellent communication, time management, and organizational skills.
* Passion for quality, adaptability, and cross-cultural collaboration.
* Experience with business development and growth initiatives.
EDUCATION AND EXPERIENCE :
* Bachelor's Degree, MBA, or equivalent.
* Proficiency in English communication skills.
* Minimum of 10 years in leadership, sales, implementation, or client management within Payroll, Benefits, HR, or outsourced technology services.
* Experience leading multinational teams globally.
OTHER :
International travel may be required.
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