Senior Director Client Success – Global Payroll, Mid-Market

ADP is hiring a Client Success Director / Senior Director – Global Payroll, Mid-Market in all EMEA Locations

• Are you ready to lead a team responsible for client relationships valued at over $230m?
• Can you handle the responsibility of driving and ensuring growth objectives?
• Do you enjoy creating the environment that your teams will thrive in?
• Will you help your teams through client challenges and provide creative solutions?
• Are associates naturally attracted to working with you?
• Will your clients grow and your associates’ careers blossom?

Well, this may be the role for you. Ready to make your mark?

The Mid-Market Client Success team within the ESI Global Payroll organization is the client voice and leader of the client relationship to ensure client value realization of our solutions to achieve meaningful outcomes for our mid-size global clients. This division is paramount to the success of the Multi-Country Payroll business; impacting client growth, engagement, and retention by driving successful and measurable client outcomes through the adoption, utilization, and optimization of ADP solutions.

The Client Success Director will have overall responsibility for leading a strategic pillar within the Client Success organization and ensuring the associate and client voice is at the center of all decisions, efforts, approach, and accomplishments. This role will drive the highest level of client partnership and alignment. By providing strategic leadership and oversight, the Director ensures realization of client goals as well as Enterprise Client Success team goals.

The Client Success Director must cultivate and maintain strategic business partnerships with the client, internal ADP stakeholders at all levels, and our overall Global Payroll business strategy. The Director, Mid-Market Client Success leads and inspires their team to partner with NAS and Global Payroll clients, global partners, and key contacts to drive a deep understanding of the client’s business, financials, products/services, the market, and other challenges to best meet client needs, and deliver insight.

The Client Success Director is responsible for the strong performance of the organization in meeting or exceeding profit plans, ROI, financial objectives, operating plan initiatives, compliance, client satisfaction and associate engagement supporting a portfolio of clients representing a significant portion of the ESI Global Payroll portfolio. This role reports directly to the Vice President of Client Success for Global Payroll within ESI.

In this role, it is outcome-focused and measured on 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.

Responsibilities:

• Lead your team to manage executive senior level relationships/partnerships with clients and third parties.
• 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.
• Engages in collaborative partnership efforts with Sales & Marketing, Product, Service, Implementation, Finance, and other functional organizations to lead team that is single point of contact for the strategic level of the client relationship.
• Influences innovative thinking that results in client value realization which helps differentiate ADP Global Payroll to remain highly competitive.
• Leads Global payroll Mid Market Client Success strategic initiatives including new growth opportunities, initiatives, solutions, acquisitions, operational efficiencies, etc.
• Meets productivity, product profitability and growth objectives established by the Client Success organization. Proactively monitors business performance and operating results against plans and objectives, taking adequate steps to correct shortfalls in performance.
• Develop and drive proactive client management strategies by leveraging data, analytics and client experience information focused on achievement of client desired outcomes.
• Strategize with team and internal partners to develop effective intervention plans to address challenges related to a client health, including direct involvement in activities necessary to stabilize and save at risk client business.
• Provide thought leadership to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.

TO SUCCEED IN THIS ROLE:

• Experience utilizing CRM, sales force and any relevant tool to gain data analytics.
• Typically, 10+ years of experience with a combination of leadership, sales, implementation, operational and/or client management. Experience should be in Payroll, Benefits, Talent, Human Resources, or Outsourced technology based services.
• Experience in a fast-paced service environment with progressive leadership experience in consulting or large corporate environment with 8+ years supervising professional staff preferred.
• Experience with domestic and global / MNC clients as well as clients leveraging managed payroll solutions.
• High level of collaboration, effective relationships, broad cross functional and general management experience with international teams and multi-cultural relationships.
• Experience establishing and executing on new business development and growth initiatives.
• Excellent strategist and proven in high impact execution of initiatives.
• Willing to lead unproven initiatives, challenging new projects, untested, cross functional and/or unit boundaries, leading change.
• Excellent planning and organizational skills with the ability to effectively direct/impact the business unit's overall operations to maximize revenues and profits.
• In depth knowledge of financial, HR, and legal principles and practices.
• Excellent time management, presentation and organizational skills.
• Travel required.

University degree would be a plus together with the relevant experience.

BONUS POINTS FOR THESE:

• Bachelor's Degree, MBA or advanced degree.
• C-Suite experience possessing responsive and concise communication skills, both verbal and written.
• Excellent interpersonal skills; able to manage diverse resources within a matrix environment toward the achievement of the common objective.
• Outstanding mental discipline: a thorough, analytical, detail-oriented person with excellent and consistent follow-through.
• A highly motivated self-starting, autonomous individual who can work independently and set their own priorities, yet also function well as part of the overall acquisition team.
• A polished, self-confident person who can influence the thinking of others through example and open personal style.
• A person with impeccable personal and professional ethics. Has a reputation for honesty and credibility. A person who is discreet and can be trusted to be highly confidential.
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing.
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.
• Ability to work and thrive in a team environment, focused on achieving results.
• Proficient in the latest web technologies and working knowledge of various operating systems.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.

What are you waiting for? Apply today