Lead Client Success Ops Mgr

ADP is hiring a Lead Client Success Operations Manager.

In this role, you will join the National Accounts (NAS) Client Success Organization and be responsible for designing and implementing solutions, as well as administering our Client Success (CS) platform. This includes gathering and managing data requirement and working with key stakeholders (including senior leadership) to enable our client success team to deliver exceptional value to our clients. As a Lead Client Success Operations Manager, you be responsible for delivering impactful solutions to your key stakeholders and using your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.

To thrive in this role, you will leverage your process and data-oriented mindset and passion for customer success to build out new processes and procedures that make our business run smoother, quicker, and smarter. You will combine your operations acumen and analytical skills to help us get the most value from our client success platform and processes.

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

• Support, maintain, configure and administer the daily operations of our CS platform for the NAS Client Success Organization
• Identify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and data
• Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement
• Interface regularly with our internal team to surface client success data requirements
• Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting
• Detect early signals of at-risk accounts and create automated alerts for CSMs to address them
• Build workflows and dashboards that analyze client data to identify new opportunities that trigger actions for CSMs to proactively engage with clients
• Implement new playbooks and changes to existing playbooks
• Define and evolve client health scoring and reporting
• Ensure all processes are well documented and maintained up to date
• Create and refine reports for business leaders, optimizing them for automation as needed

TO SUCCEED IN THIS ROLE: Requirements

• BA/BS -- or equivalent in education and experience
• Passion for customer success and designing processes that scale
• 5 years of experience in operational analytics with a focus on Client Success
• 2+ years of experience working in B2B or Enterprise software
• 2+ years of experience supporting/maintaining a CS platform (Gainsight, SFDC CS Workflows, etc.)
• Ability to analyze various data sets and present findings in an actionable and insightful way
• Ability and desire to learn new tools and systems
• Ability to work cross-functionally in a rapidly changing environment
• Understand and translate business needs into technical requirements and design
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• Strong communication skills; able to work with a variety of stakeholders including senior leaders

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