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 business value throughout their relationship with ADP. Success metrics include retention & renewal rates, client references, 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 meet our Global Payroll clients' needs. They will hold full accountability for team performance, with high visibility among executive management and external leadership. The role requires mature leadership, strong change management, and excellent people skills.
KEY RESPONSIBILITIES :
* Build and lead a high-performing Client Success leadership team focused on delivering exceptional client experiences 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 execute the Client Success strategy in alignment with executive leadership.
* Monitor business performance against plans, taking corrective actions as needed.
* Partner with functional leaders to oversee business health related to loyalty, service, operations, and compliance.
* Supervise all client success associates, focusing on training, coaching, motivation, and development.
* Drive initiatives to enhance governance, processes, and engagement within Client Success.
* Challenge existing processes to generate innovative client solutions.
* Communicate project strategies effectively and secure necessary funding and support.
* Oversee disaster recovery and service recovery efforts, coordinating with Global Security.
* Ensure compliance and contractual accountability within the Client Success organization.
* Leverage global best practices to optimize payroll processes.
* Implement and manage performance metrics and reporting systems.
* Keep leadership informed of progress and initiatives, ensuring alignment 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 influencing skills.
* Leadership qualities focused on collaboration and integrity.
* Proven talent development and team building capabilities.
* Experience in stakeholder engagement and process improvement.
* Decision-making skills and resilience.
* Excellent communication, time management, and organizational skills.
* Passion for quality, excellence, and flawless execution.
* Ability to adapt to different cultures and work environments.
* Experience in business development and growth initiatives.
EDUCATION AND EXPERIENCE :
* Bachelor's Degree required; MBA or advanced degree preferred.
* Excellent communication skills in English.
* At least 10 years of leadership, sales, implementation, or client management experience in Payroll, Benefits, HR, or related services.
* Experience leading multinational teams globally.
OTHER :
Willingness to travel internationally as needed.
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