Job Description

Position Summary:

The position serves as an advocate of ADP’s Global Human Capital Management(HCM) Solution and Service capabilities while driving ADP’s message as a world leader in the HCM industry into the client base. Key areas of focus include the development/ongoing management of strong, productive relationships with executive-level client contacts (ie; CFO, CHRO) and collaborative efforts with ADP Sales, HCM Service, Implementation, Product, Operations and any other functional team as required in order to drive client outcomes in support of retaining and expanding their team’s book of client business.

The Director, Client Success will develop and lead the strategic client success efforts for the Client Success Management business. This is accomplished through solidifying internal and external relationships that help build better teams to enable our clients to achieve success utilizing ADP solutions, overseeing the resolution of complex client inquiries, and proactively partnering and consulting with our clients on their key business issues and strategic goals.

The Director, Client Success is outcome-focused and measured on the ability to define, communicate and achieve client and ADP success. Examples of success measures include the effective delivery of client success plans, executive business reviews, development and execution of solution adoption, product migration and renewal strategies, client health, revenue growth, profitability, client satisfaction indexes, retention rates, and client participation in key client engagement activities including the sharing of success stories, online reviews, and reference-ability.

Territory- generally located in the Midwest and part of the Gulf.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Client Focus

Consultative and trusted advisor client approach, with an ability to recognize what actions will demonstrate exemplary partnership to their client base, by incorporating a deep understanding of the client needs with appropriate ADP solutions and expertise.
Oversee and support effective and mutually beneficial contract negotiations and renewals.
Challenge clients to see broader perspectives around critical business and human capital management issues and the ADP solutions that can resolve them.
Validate client partnership levels throughout the relationship; strategizes and articulates opportunities for growth, as well proactive approaches to avoid potential competitive risks.
Develop and drive proactive client management strategies by leveraging data, analytics, and client experience information focused on the achievement of client desired outcomes.
Strategize with the team and internal partners to develop effective intervention plans to address challenges related to client health, including direct involvement in activities necessary to stabilize and save at-risk client business.
Implement strategies to ensure Client Success Executives(CSEs) are successful at building and strengthening client relationships and our partnerships. Identify trends that will maximize utilization and adoption of ADP services and provide increased levels of client engagement.
Leverage internal partners to ensure a unified service model exists and help identify and close gaps that may be impacting client satisfaction and success in a negative manner. Ensure CSEs have the tools and resources to gauge and measure client success while being able to effectively tell the story around the service data and provide actionable insights.
Understand the assigned client base and specific industry in order to accurately provide an overview to CSE and Service team members’ better insights into managing their critical business issues and strategic goals, so as to get ahead of risks and opportunities, leveraging this knowledge to proactively engage and present opportunities to optimize the client-ADP relationship, effectively communicating the “ADP Story.”
Collaborate within a matrixed-management structure, with operational, service, and product management partners to drive issues to closure, oversee completion of complex projects, improve efficiency and quality of service, and influence the product roadmap to enhance the overall client experience.
Participate in financial forecast exercises related to their Book of Business and the ADP Business Unit, including input to attaining specific financial objectives and managing loss forecast.

Client Communication

Demonstrate executive presence, analytical, presentation, meeting management, and relationship management/servicing skills.
Challenge the current state and make a compelling case for change.
Drive continuous improvement and operate with agility.
Significant understanding of HCM concepts with the ability to represent a broad range of ADP disciplines and solution platforms.
Facilitate client participation in ADP events as appropriate ie; Meeting of the Minds, ReThink, Beta Product opportunities, testimonials, etc.

Opportunity Focus

Execution of Large Account Planning techniques and skills to ensure a strategic approach to client penetration and revenue forecasts.
Facilitate client reference opportunities.
Support sales activities related to new opportunities and retention efforts i.e., RFP.
Adhere to all administrative aspects of monitoring revenue growth.

People Management

Responsible for people management activities, including setting the standards for objectives/goals, IDP development, performance reviews, and salary decisions.
Establish clearly defined individual performance goals and objectives; communicate these to team members through 1-on-1 meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members.
Ensure team supports and models cultural behaviors including ownership, building great teams, and breaking down barriers. Motivate, personally inspire and recognize associates and contractors for their work and behaviors.
Manage complex associate performance issues, provide guidance for their managers, partnering with HR.

Internal Communication

Ensure appropriate proactive internal communication and escalation of issues that impact the overall client relationship and retention.
Support all activities related to closed-loop processes.

EDUCATION & CERTIFICATION REQUIREMENTS:

Bachelor’s Degree or its equivalent in education and experience

Accreditation from appropriate organizations (i.e., S/PHR, CPP, FPC, HCS, SHRM CP/SCP, or S/G/PHR) is desired.

EXPERIENCE REQUIREMENTS:

Overall 8 years of successful experience in related field and client-facing roles and successful demonstration of key responsibilities and knowledge.
Proven history of individual and/or team results.
Previous people leadership experience required
Minimum of 8-10 years account management required, with a preference for Enterprise and/or global business-to-business experience
Minimum of 5-8 years general management, sales, and/or consulting experience a plus
Advanced knowledge of HR, Payroll, and/or Benefits processes and solutions is a plus
Strategic account management experience with demonstrated success
Executive presence, with strong presentation, communication, and influencing skills
Advanced knowledge of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required
Travel required