Director, Client Success

ADP•Mississauga, ON

3d•Remote

About The Position

ADP is hiring a Director, Client Success for HRO Comprehensive Services in the UpMarket space for the Pacific Northwest. This role involves leading a team of Relationship Managers, focusing on retention, NPS, and other key metrics. The Director will act as a coach, invest in associate development, understand ADP's business, and engage with clients. Responsibilities include cultivating internal relationships, driving employee engagement, managing to a standard of excellence by understanding business metrics, supporting clients on critical needs, and shaping overall client retention for the market. The role requires the ability to look objectively at situations, see alternate perspectives, and thrive in a fast-paced environment requiring the balance of multiple priorities and organization in a changing environment. This position offers opportunities for learning across ADP's offerings and businesses, and a varied career path.

Requirements

5+ years experience leading people directly or indirectly with a history of improvement and productivity.
8+ years of client facing roles, with leadership preferred.
Ability to manage your time well, prioritize deliverables, and multi-task.
Ability to present ideas in a clear, professional manner on paper, in-person, and over the phone.
Experience noted above, OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

Nice To Haves

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
Ability to manage a team and develop leaders
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficient in the latest web technologies and working knowledge of various operating systems
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training

Responsibilities

Lead independently and collaboratively, working with various partners within your assigned geography to renew business, upsell business, and drive client loyalty.
Develop associates by holding leaders accountable, putting them in positions to use their strengths, and providing tools to navigate challenges.
Drive continuous improvement by using the voice of the customer and the voice of the associate as a guide.
Serve as a trusted advisor, partner, and ambassador for your team, internal partners, and overall network while demonstrating grace under pressure and the highest ethical standards.
Plan, monitor, and execute strategies to drive success for a team of Relationship Managers.
Focus on retention, NPS, and other important metrics.
Collaborate internally and externally to deliver for the business.
Act as a coach and invest in developing associates.
Become curious about ADP's business and engage with clients.
Cultivate relationships with peers across ADP.
Drive employee engagement.
Manage to a standard of excellence by understanding business metrics and the context around them.
Step in to support a client on critical needs, backing the team on behalf of ADP.
Build relationships internally and externally.
Shape the overall client retention for your market and the business.