Key Account Regional - Supermercados

The Vice President Client Success will be a member of the CSL and GV Senior Leadership Teams and reports directly to the President of Celergo Streamline with a dotted reporting line into the SVP Globalview and the SVP Client Success Management. This senior role will have full responsibility for ensuring Global Payroll clients are realizing maximum business value from their relationship with ADP across their lifecycle. Success is measured by retention & renewal rates, willingness to act as reference, share of wallet growth and client engagement and loyalty as measured by NPS. The VP Client Success will be responsible for transforming the various existing client relationship teams who are responsible for our Global Payroll clients into one optimized, high performing and scalable Client Success team which addresses the needs of our Global Payroll clients. She / He will have full accountability for the performance of the Client Success team and this role will have high visibility with executive management and internal and external Senior Leadership teams and requires mature leadership and strong change management, leadership and people skills.

KEY RESPONSIBILITIES :

• Build and lead a high performing Client Success leadership team focused on the delivery of an exceptional client experience as measured through NPS.
• Work with senior leaders across ADP and our partner network to optimize the relationships with our clients globally.
• Embed a culture of continuous improvement and strong associate engagement.
• Manage resources and ancillary costs to maximize Revenue Growth, NOI and Associate and Client Experience.
• Develop the Client Success strategy in conjunction with other Executive leaders.
• Proactively monitor business performance & operating results against plans and objectives, taking adequate steps to correct shortfalls in performance.
• Proactively partner with functional leaders to monitor the health of the business operations as it relates to client loyalty, service, operations, relationship management, contracting, compliance, security and training.
• Responsible for the direction and supervision of all client success associates with regards to training / coaching, compensation, motivation and development.
• Actively drive initiatives to improve efficiency in Client Success governance, structures and processes as well as associate engagement and client loyalty.
• Challenge well established processes or procedures and generate innovative ideas to creatively enhance client solutions.
• Effectively communicate the strategic importance of projects and create business cases to gain funding and buy-in from key constituents.
• Oversee the deployment and management of disaster recovery efforts (service recovery) within the Client Success organization and manage related field / operational communication channels in partnership with the Global Security organization.
• Ensure Client Success organization has and maintains the right focus on compliance, legal, and contract related aspects; in particular drives a culture of ownership of Client-related contractual aspects in close coordination with the heads of the affected functions.
• Understand and leverage global best practices to accelerate development and deployment of solutions to optimize processes across Global Payroll.
• Execution of the ESI Service Delivery system strategy; improving the ease of use, adoption & interaction through facilitating regular and ongoing voice of client and associate feedback.
• Implement ongoing management Information reporting and metrics to enable performance management across all areas of Global Payroll Client Success.
• Ensure the Global Payroll leadership teams and key stakeholders are kept informed of progress and initiatives.
• Ensure consistent rollout of initiatives across Global Payroll Client Success as well as alignment with CSL's Operational and Strategic plans.

SUPERVISORY RESPONSIBILITIES :

A leader of leaders, responsible for leading the Client Success teams across the globe consisting of 8 Client Success leaders and 180 associates in numerous locations across the globe.

SKILLS AND KNOWLEDGE :

EDUCATION AND EXPERIENCE :

OTHER :

Travel to ADP and client locations internationally as and when required.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP affirms that inequality is detrimental to

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