14 days old

SVP - Client Success Mgmt

Alpharetta, GA 30009

ADP is hiring a Senior Vice President of Client Success Management.

In this role, you will contribute to the achievement of the organizations' strategic vision and goals by partnering with the division's senior leadership team and leading a team of professionals to identify, develop and implement business-unit wide service strategies and growth initiatives. These initiatives are designed to improve client experience and gain an enhanced competitive position in the market. This role is vital to the NAS client experience throughout the client lifecycle. Client success engages with the client early to ensure a positive experience and remains connected throughout the partnership. The CSM team drives efforts inclusive of HCM service strategy and methodology that result in increased business efficiencies to enhance and optimize client experience, increase client retention, referenceability and achieve profitable growth via market expansion. They provide strategic leadership and drive adoption of The ADP Way, including communication and change management initiatives.

 

ESSENTIAL RESPONSIBILITIES

Client Engagement/Innovation

  • Responsible for the identification, development and implementation of business-unit wide strategies and initiatives to achieve the organizations' goals.
  • Leads the National Accounts Client Success Team including matrix relationship with multinational partners and drives an overall client experience to deliver improved client experience and increased client revenue.
  • Drives effective Client Service strategies and determines standards for success focusing on high quality and strong productivity. Recognizes service trends and implements change to drive continuous process improvement
  • Leverages market data, consumer research, client insight, sales data, competitive intelligence and client retention data to identify needs in the market, define gaps in business strategy and develop recommendations for action based on analysis. Works with regional leaders on the subsequent development and roll-out of action plans created to support the expansion and customization of existing products, the introduction of new products and the implementation of client segmentation initiatives that drive sales and create new revenue streams.
  • Evaluates and provides input regarding tools, technologies and processes to facilitate the achievement of client satisfaction and retention goals. Communicates strategic importance of projects to gain funding and buy-in from key constituents (field leadership, IT, Marketing, Product Management) to ensure success of initiatives and investments. Works closely and in alignment and conjunction with the BES group.
  • Acts as an internal consultant, leader and pro-active strategy driver with NAS leaders and associates to identify opportunities for improved service and retention, plan and implement business process and continuous improvement programs and tools. Influences business process re-engineering efforts to address client concerns and demands to achieve a quality client experience.
  • Drives trend and root cause analysis through the development, deployment and maintenance of client insights and analytics. Recognizes client service trends and implements change to drive continuous process improvement.
  • Responsible for benchmarking of industry best practices and standard approaches for client service programs and methodologies, and partners with Business engineering services in the definition and supports deployment of such initiatives
  • Drives the national NPS program, client advisory boards, testimonials, and references. Partners with Business Engineering Services in supporting Product Advisory Councils. Sponsors programs to enhance client experience, optimize value and influence program adoption.

 

Additional Essential Responsibilities

  • Works cross-functionally to expand and nurture a culture of growth and innovation across NAS. Leads adoption of the ADP Way and BPI to enhance client experience/optimize value.
  • Drives and leads change management and communications strategy that aligns with the vision across NAS. Establishes and drives governance around change management and communication to ensure messaging is consistent with overall objectives.
  • Prepares and delivers comprehensive initiative presentations for senior management, focusing on scope, timeline, expense and overall ROI.
  • Proactively manages staff development including establishing individual and team goals, coaching and counseling, training, developing, mentoring and career planning.

 

Requirements

  • Bachelor's Degree in Business Administration or other related fields and the resultant knowledge and experience from at least 10 years of management experience, including 8-10 years supervising a large staff (20+) of exempt-level professionals.
  • Advanced degree(s) is preferred. Accreditation from appropriate organizations would be a plus (Lean Six Sigma, BPM, CBAP, CCBA, etc.).
  • 10+ years of experience resulting in in-depth knowledge of service center and call center operations, service technologies, planning, budgeting and associate development.
  • 8+ years of successful strategic planning, business intelligence and research/analysis experience, with direct involvement in the creation of complex growth and operations plans, business development and market intelligence gathering and reporting. Successful track record of developing and executing growth initiatives.
  • Demonstrated ability to accomplish key deliverables in an environment of multiple priorities. Ability to navigate and excel in a demanding and matrixed environment.
  • Track record of coaching senior leadership teams to leverage continuous improvement methodology. Success developing and implementing a comprehensive strategic plan for integrating continuous improvement into organizational culture as well as increasing client satisfaction and achieving overall organizational goals
  • Service Oriented: Understands the perspective of the client and takes action(s) to integrate the client's needs with the products and strategic direction of ADP; builds a relationship of trust and respect with the clients.

  • Industry Knowledge: Applies the understanding of industry terminology, process flow and structure to problem solving and communications. Experience in a technical environment; comprehensive understanding of competitive advantages and disadvantages. Experience in working with a variety of office automation tools, call/service center best practices and technology. Proven experience identifying and tracking KPIs. Demonstrated ability to interpret metrics for decision-making purposes such as long-term planning, capacity, efficiency and industry best practices.

  • Decision Making: Makes decisions in a timely manner, after reviewing available information and alternatives. Sees beyond immediate effects when making a decision.

  • Organizational Savvy: Maintains a good rapport with all departments within ADP; knows the people and resources that can provide assistance and appropriately escalates issues. Experience in managing relationships / partnerships with internal and external clients.

  • People Management: Adapts management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize department results. Demonstrated success at leadership of a large professional staff. Proven ability to mentor, coach and counsel associates. Demonstrated success in developing bench-strength and identifying successors.

  • Change Management: Strong understanding of change management methodology and practical approaches and experience leveraging these tools to support organizational transformations

  • Communication: Must be an intelligent, articulate and persuasive leader who can serve as an effective member of the senior management team and who is able to communicate to multiple constituencies with demonstrated executive level competencies; specifically leadership, communications, partnerships, process and change management. Strong written and verbal communication, with a very strong "think like customer"/customer centric perspective.

  • Strong knowledge of operations excellence and current industry trends.

 

A little about ADP: We are a global leader in human resouces technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.

A little about ADP: We are a global leader in human resouces technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

 

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.

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Posted: 2021-04-30 Expires: 2021-06-13

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SVP - Client Success Mgmt

ADP
Alpharetta, GA 30009

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