Sr. Manager, Client Success / Gestionnaire principal ou gestionnaire principale, Relations clients

ADP is hiring a Sr. Manager, Client Success

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress? 
• Do you want to continuously learn through ongoing training, development, and mentorship opportunities? 
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?  

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

 

ADP is hiring Sr. Manager, Client Success. In this position, you will help lead a team of Relationship Managers to ensure our clients in NAS and NAS HRO leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

 

As Sr. Manager, Client Success you will lead initiatives to drive awareness, learning and behavior changes related to transformational initiatives in support of delivering exceptional client experience. You will develop best-in-class practices while working closely with leaders across the organization to support the successful execution of technology, process, and culture change initiatives.

You will be a key driver working with Sales/Marketing, Implementation/Upgrades, Finance, GPT, HR, Field Enablement, and the broader Service Delivery team, helping to align a variety of stakeholders in support of key priorities including enhancing the quality and efficiency of resources, systems, platforms, and business processes.

Our world is constantly changing, a key part of being successful in this role involves being able to adapt and thrive in an ambiguous and every changing environment. On any given day, you could be tasked with developing a new strategy to increase awareness of key product self-service features, work with leaders to identify the root cause of service performance issues to elevate the complete client experience, assemble remediation plans for high profile escalations reporting up to executive and various leaders, product business contingency planning for the business segment or prepare a business case or operational update. If you are constantly pursuing excellence, relentless drive and limitless enthusiasm then join us to tackle some of our greatest business opportunities.

Ready to #MakeYourMark?  Apply now!  

To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/

What you’ll do: Responsibilities

What you can expect on a typical day:

• Leader of Relationship Managers, managing up to eight direct reports, reporting to Sr. Director of Client Success for NAS clients across Canada,
• Responsible for developing, executing, and leading the operational transformation of the business segment from a process and culture perspective.
• Development and management of a strong team, and relationships at all levels of the organization collaboratively working with Sales, Implementation/Upgrades, Product, Client Success, Operations, and other functional teams as required to drive client outcomes to retain and expand our book of client business.
• Serve as an acting backup to the Sr. Director, providing leadership, guidance, and direction to team members in the absence of the Sr. Director
• Responsible to grow and develop Client Success talent and team succession planning.
• Responsible for the support and development for the growth of our services through Execution of client strategies and Service excellence.
• Responsible for performance management of client SLAs, ROI, Retention, and growth for the assigned territory across direct reports.
• Function as escalation point for teams and clients as needed to reduce and mitigate risks to client relationships and key performance metrics such as retention and client satisfaction.
• Ensure team supports and models cultural behaviors including ownership, client advocacy, teamwork, and business acumen to achieve performance metrics.
• Develop and drive service strategies by leveraging data, analytics and client experience information focused on the achievement of client desired outcomes.
• Pull together teams and internal partners to address challenges related to specific client issue, including directly coordinating cross functional team to stabilize and address at-risk clients; demonstrate a strong ability to communicate with clients and internal business partners, including strong executive presence, de-escalating highly sensitive issues working in close collaboration with the Client Success team in achieving NPS targets, client retention targets while elevating internal quality and operational efficiency.
• Participate in forecast exercises related to the Book of Business along with managing the overall P&L. Which includes key KPI metrics such as Retention, Revenue Growth, and client satisfaction?
• Lead the recruitment, training, development, coaching and mentoring of team members while identifying development needs across the team, working directly to coordinate additional training as needed.
• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
• Manage quarterly team forecast and budget for Headcount/FTE.
• Analyze team statistics and prepare reports for Senior Leadership.
• Participate in strategic initiatives, stretch assignments and collaboration opportunities with local leadership and other Business Units.
• Manage budget and approval process for team expense in support of on-site client facing activities.
• Travel to client sites regionally and attend client events across North America. 

You are:

• An agile solution seeker, a problem solver who always can find the answer even in times of fast paced change.
• A collaborative spirit. You achieve more with others and value an inclusive culture where you can be you.
• A trusted advisor. You live by integrity and deliver on promises – every time.
• A leadership magnet. You are someone your leader can trust, and someone your peers will follow. Someone who can help set the team’s direction and lead them to the successful execution of a vision you share with all.
• Recognized for your strong knowledge of business, technology, and business processes. Working knowledge of ADP’s mainframe and products and demonstrated ability to drive cross-functional teams to meet business objectives and bring diverse groups of individuals together with strong working relationships.
• You have a proven ability to quickly grasp complex technical concepts and synthesize them into clear and meaningful communications.
• You are familiar with using multiple channels to disseminate information such as best practices, operational updates and learning programs.
• You are an expert written and verbal communicator with an obsessive eye for quality.
• You are respected for your ability to collaborate with leaders at all levels of the organization and can tailor your message to your audience.
• You are known to manage high volume workloads while maintaining quality and attention to detail.

You can learn quickly from success or failure, apply sound judgement, and get things done all the while by navigation through change and ambiguity.

 

TO SUCCEED IN THIS ROLE: Requirements

• 5+ year of hands-on working experience in developing clients facing business strategies and solutions.
• 5+ years’ experience leading people and teams
• Background and/or experience in client-facing roles.
• Fluency in French and English is an asset. 

*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

 

Bonus points for these: Preferred Qualifications

• Bachelor’s degree (or equivalent in post-secondary education and experience)
• Additional certifications relating to HR, Benefits Administration, and/or Payroll. 

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN: