Director, Client Success

ADP•Mississauga, ON

1d•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, Net Promoter Score (NPS), and other key metrics. The position requires internal and external collaboration to achieve business objectives. The Director will act as a coach, invest in associate development, understand ADP's business, and engage with clients. Daily activities include cultivating internal relationships, driving employee engagement, managing to a standard of excellence by understanding business metrics, and occasionally supporting clients on critical needs. The role also involves shaping overall client retention for the market and the business. Success in this role requires the ability to look objectively at situations, see alternate perspectives, and thrive in a fast-paced environment that demands balancing multiple priorities and staying organized amidst change. This position offers exposure to ADP's broad offerings and businesses, and opportunities for a varied career path.

Requirements

5+ years of experience leading people directly or indirectly with a history of improvement and productivity.
8+ years of client-facing roles, with leadership preferred.
Ability to travel up to 20% (primarily local).
Ability to manage time well, prioritize deliverables, and multi-task.
Ability to present ideas clearly and professionally in writing, in-person, and over the phone.
Experience noted above, OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help build team and client relationships, identify solutions, and achieve success.
A college degree is great but not required. Skills to do the job are more important. If no college degree, other acceptable experience could include the skills listed.

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.
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 to renew business, upsell business, and drive client loyalty within an assigned geography.
Develop associates by positioning them to use their strengths and providing tools to navigate challenges.
Drive continuous improvement based on customer and associate feedback.
Serve as a trusted advisor, partner, and ambassador for the team, internal partners, and network, demonstrating grace under pressure and 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, 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 their context.
Step in to support a client on critical needs, backing the team on behalf of ADP.
Shape the overall client retention for the market and the business.