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.

In this role:

You will have a team of front line leaders each running a team of up to 12 associates Your direct leadership consists of Client Success Executives and Client Success Managers across EMEA, NORAM countries with potential to add more locations as the team grows You will act as sponsor for a number of Client Relationships There will be a strong interaction with client C-Suite Executives You will lead ADP resources as appropriate to service and support client

A little about ADP: We are a global leader in human resources 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

Ready to #MakeYourMark? Apply now!

Responsibilities:

 

Client Focus

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.

Strategic Focus/Critical Thinking

Implement strategies to ensure Client Success Executives (CSEs) and Client Success Managers (CSMs) 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. Contributes to the development, and owns the execution of processes, programs, and policies in support of strategic goals of the Mid Market Client Success team including but not limited to strategic direction, prioritization, resource application and continuous improvement of tools and process. Understand the assigned client base and specific industry to accurately provide an overview to CSE, CSM and Service team members' better insights into managing their critical business issues and strategic goals, 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."

Collaboration

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. Partners with leaders across ESI, NAS, Global Payroll, and other organizations globally to ensure alignment of the group at all levels; conducts regular, proactive internal meetings to discuss areas of HCM service delivery improvements. Ability to engage and influence internal and external senior executive levels and partners. Persuade, convince, influence, impress others in order to gain acceptance of ideas, products or service, to support an agenda, or to follow a desired course of action.

Resilience

Ability to quickly adapt to disruptions while maintaining continuous business operations and relentlessly drive client success while safeguarding people, assets and service quality.

Communication

Demonstrated highly effective verbal and written communication skills; delivers highly professional presentations and communications throughout the client and ADP organizations; strong executive presence. Demonstrates excellent role model qualities. Must be an 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. Ability to clearly articulate strategy. Strong written and verbal communication, with a very strong "think like client"/client centric perspective. Facilitate client participation in ADP events as appropriate i.e., Meeting of the Minds, ReThink, Beta Product opportunities, testimonials, etc.

Industry Knowledge

Significant understanding of HCM concepts with the ability to represent a broad range of ADP disciplines and solution platforms. Comprehensive industry and competitive knowledge with an external network of expertise. Thorough understanding of client's business strategies as well as ADP's value proposition, ROI, etc. within their environment.

Product Knowledge

Demonstrate comprehensive understanding/knowledge of ADP HCM products, services, delivery models.

Change Management

Strong understanding of change management methodology and practical approaches and experience leveraging tools to support organizational transformations. Ability to challenge the current state and make a compelling case for change.

Leadership & People Management Skills

Serve as a thought leader and contribute collaboratively and constructively to the senior voice for Client Success Adapt management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize department results. Ability to mentor, coach and counsel associates. Develop bench strength and identifying successors 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; communicates these to team members through 1-on-1 meetings and performance planning and review sessions; provide periodic performance feedback and conducts 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, providing guidance for their managers, partnering with HR.

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: Preferred Qualifications

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. Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences. 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. Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another. Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.  Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

 What are you waiting for? Apply today!

 

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 ADP’s culture and our full set of values.