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 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 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. This role holds full accountability for team performance and has high visibility with executive and senior leadership, requiring mature leadership, change management, and strong interpersonal skills.
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 engagement among associates.
* Manage resources and costs to maximize revenue growth, NOI, and client satisfaction.
* Develop and execute the Client Success strategy in alignment with other executive initiatives.
* Monitor business performance proactively and implement corrective actions as needed.
* Partner with functional leaders to oversee business health related to client loyalty, service, operations, and compliance.
* Supervise training, coaching, and development of client success associates.
* Drive initiatives to improve governance, processes, engagement, and loyalty.
* Challenge existing processes and generate innovative client solutions.
* Communicate project strategies and secure buy-in through compelling business cases.
* Oversee disaster recovery and service recovery efforts in partnership with Global Security.
* Ensure compliance and contractual ownership within the organization.
* Leverage global best practices to enhance processes across Global Payroll.
* Implement and manage performance metrics and reporting systems.
* Keep leadership informed of progress and initiatives.
* 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 with influence across multiple relationships.
* Leadership qualities emphasizing collaboration and integrity.
* Proven success in building high-performing, engaged teams and developing talent.
* Ability to establish effective stakeholder partnerships and manage growth initiatives.
* Experience in process improvement and change management.
* High energy, resilience, and positive outlook.
* Excellent communication, time management, and organizational skills.
* Passion for quality, adaptability, and cross-cultural effectiveness.
EDUCATION AND EXPERIENCE:
* Bachelor's Degree, MBA, or higher.
* Fluent in English, with excellent communication skills.
* Minimum of 10 years' experience in leadership, sales, implementation, operations, or client management within Payroll, Benefits, Talent, HR, or outsourced services.
* Experience leading multinational teams globally.
OTHER:
Willingness to travel internationally as required.
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