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 willingness to act as references, share of wallet growth, and 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, and scalable Client Success team tailored to meet the needs of our Global Payroll clients. The role holds full accountability for team performance and has high visibility with executive management and senior leadership both internally and externally. It requires mature leadership, strong change management skills, and the ability to lead and develop people effectively.
KEY RESPONSIBILITIES :
* Build and lead a high-performing Client Success leadership team focused on delivering exceptional client experiences as measured through NPS.
* Collaborate with senior leaders across ADP and partners 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 execute the Client Success strategy in alignment with executive leadership.
* Monitor business performance proactively, taking corrective actions as needed.
* Partner with functional leaders to oversee client loyalty, service quality, operations, and compliance.
* Supervise training, coaching, motivation, 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 funding and buy-in.
* Oversee disaster recovery and manage communications related to client success operations.
* Ensure compliance and contractual integrity within the organization.
* Leverage global best practices to enhance solutions and processes.
* Implement and manage performance metrics and reporting systems.
* Keep key stakeholders informed of progress and initiatives.
* Ensure consistent implementation of initiatives aligned with strategic plans.
SUPERVISORY RESPONSIBILITIES :
Leading 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.
* Leadership qualities emphasizing collaboration and integrity.
* Proven talent development and team-building skills.
* Ability to foster an engaged workforce and establish effective partnerships.
* Experience in process improvement, change management, and strategic initiative execution.
* High energy, resilience, and a positive outlook.
* Excellent communication, time management, and organizational 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 qualification.
* Excellent English communication skills.
* Minimum of 10 years in leadership, sales, implementation, operations, or client management within Payroll, Benefits, Talent, HR, or outsourced tech services.
* Experience managing multinational teams globally.
OTHER :
Willingness to travel internationally as required.
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