1+ months

Client Service Director - 174640

New York, NY 10007
  • Job Code
    174640

 We are building the next-generation human capital management platform and want our clients to be as excited, happy and successful as they can be.

The Lifion program is seeking a dynamic, action-oriented, client-obsessed success leader to help turn their growing client base from clients to raving fans.

RESPONSIBILTIES:

  • Manage and support a portfolio of strategic accounts, providing process and system guidance in support of key integrated talent management initiatives
  • Expand the footprint of the relationship within the client organization
  • Establish and deepen CSOD executive and business process owner relationships across the client
  • Create a tailored plan to ensure ongoing client success and achievement of key adoption / optimization metrics
  • Conduct regular meetings with the client and make recommendations to ensure continued success with talent management processes, workflows, and system configuration
  • Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
  • Advise clients of process/system risks based on organizational constraints and develop solutions to mitigate risks
  • Engage the appropriate consultants and technical resources as necessary
  • Act as as a trusted business partner for client base through duration of their time as a Lifion client, and champion of client needs back into the organization
  • Become an expert in the Lifion product offerings to be able to address client issues and provide "white glove service" to our clients
  • Identify potential "at risk" clients to address issues and minimize churn
  • Create a structured mechanism for RnD and Product teams to consume and act on client feedback (bugs, enhancements, etc)
  • Create repeatable programs with clients to drive usage, adoptio, and ultimate upsell into more apps
  • Provide updates to various parts of the internal organization on existing client base status and overall client base health
  • Act as a liaison between internal teams to ensure client needs are being met; coordinating amongst implementation, sales, marketing, and product teams
  • Analyze and monitor client data to draw insights and optimizations with the goal of communicating those findings to the clients
  • Develop and maintain a deep understanding of clients' business drivers and recruiting goals, to steer program activities to align with those initiatives
  • Proactively work with medium to enterprise level business clients, typically
  • Human Resources, Payroll and Talent Acquisition departments, interacting with various levels of individuals ranging from individual contributors to Clevel
  • Partner with sales to manage clients' success metrics and expectations, monitor and measure client satisfaction, communicate ROI, and ensure client growth and renewal within the Lifion product suite
  • Grow and mentor a team that scales as our book of business gets more diverse, complex and global
  • Strong empathy for clients and their success
  • Proactive, positive, self-starter, and team player with a love of continually
  • improving the processes around you
  • Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class client success function
  • Capability to communicate brand/products effectively and clearly both crossfunctionally (sales, product, marketing) and externally (clients) over multiple mediums
  • Track record of working in a client-facing environment and developing/driving initiatives to ensure or improve upon a client's ROI with your services
  • Demonstrable success in thinking strategically, executing tactically whie providing consistent and high level client satisfaction and retention in a fastpaced environment

REQUIREMENTS:

  • B.A./B.S. in Human Resources, Organizational Development or Computer Science desirable
  • 8+ years of experience in client success, account management, implementation, sales, or consulting background
  • Experience managing a team of 5-10 direct reports
  • Enthusiasm for Human Capital Management and making clients successful a must!
  • Occasional travel for in-person client meetings
  • Commitment to Lifion's mission and values

#LI-ES2

#LICorp

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following

  • Experience using SFDC (or similar CRM) and client Success Analytics platforms such as Gainsight or Totango are a plus

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-05-08 Expires: 2019-07-06

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Client Service Director - 174640

ADP
New York, NY 10007

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