ADP is hiring a Senior Director, Client Services (Strategic Account Management) within our Major Accounts Services organization.

We are looking for a dynamic Sr. Director of Client Services within the Major Accounts UpMarket space, to lead a team responsible for delivering exceptional service to our existing 2500+ client base representing ~$200M of annual revenue. The team of dedicated Account Managers are more than just experts in payroll; they act as the client advocate who can help facilitate support across the multiple product offerings within ADP within the client portfolio. This role is also able to help develop, execute and continuously improve the strategic vision for the service model, ensuring alignment with ADP's overall business objectives in the mid-market space. Acting as a trusted advisor to our clients, the Sr. Director of Client Services role will ensure the team is focused on maximizing value for our clients resulting in strong retention and long-term growth. . As the leader responsible for client satisfaction and retention within ADP, this individual is able to leverage their experience working in a cross-functional, matrixed environment to help align internal priorities to best meet the needs of our clients.

• Manage a team of 4 - 6 directs with ~50 indirects
• Acquires, leads and develops a team of dedicated Service Account Managers, both in office and virtual, responsible for supporting their client base on day-to-day payroll inquiries
• Reinforces a service excellence culture that builds long-lasting relationships with our clients through proactive client outreach and support
• Leverages the available analytics, client feedback and associate input to implement action plans that drive a superior experience for clients and associates to continuously improve our service delivery
• Partners with their VP and peers to create, define and communicate goals, establish, and manage budgets, formulate incentive initiatives and implement best practices and new procedures
• Identifies internal process improvements across the client value-stream that will improve clients' time to resolution and allows for improved efficiencies
• Partners with other leaders to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development
• Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual client service teams
• Partners with managers, technical support and other departments on escalated client situations as required
• Works closely with Sales, Relationship Management and Finance Executives on strategic initiatives related to client retention
• Helps to identify and assess at-risk clients and develops the appropriate action plan to stabilize the relationship. ensures a plan is implemented Establishes means to follow through and reassess ongoing client needs
• Obtains client sentiment on product functionality concerns and works closely with product enablement and development teams to enhance our technology platforms
• Proactively manages staff hiring and development to move within the organization
• Financial knowledge of the service organization within the market segment they have responsibility for including budget preparation and analysis, expense reports, and administration/monitoring of accounting processing including forecasting

• 12+ years of directly related experience in a client service or implementation environment with at several years of direct leadership or managerial experience as a Leader of Leaders.
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking

• 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

• Knowledge of HCM (Human Capital Management)
• Experience working in a B2B organization
• Prior service /call center management is preferred
• Business acumen and financial knowledge
• Leverages data to make strategic business decisions
• Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives
• Ability to anticipate and adapt to changing conditions and opportunities
• Ability to prioritize issues and work under the pressure of time constraints

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time of for volunteering for causes you care about.