Sr. Director, Client Services - ADP Lyric HCM; National Accounts

Position: Sr. Director, Client Services - ADP Lyric HCM (National Accounts)
Job Description ADP is hiring a Senior Director, Client Service in Lyric HCM within the National Accounts Service organization.

Do you thrive in a results- driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued?

Are you looking for an opportunity to make a difference by using your communication, problem-solving, and technical abilities to drive results for our clients?

Are you looking for an inclusive environment with a culture of collaboration and belonging?
Well, this may be the role for you. Ready to make your mark?

In this role as the Sr, Director, you'll leverage your project management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable working environment for employees. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you'll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.

The nature of what you do every day will not change -- your #1 goal is to drive product, tool, and service enhancements. Still, every day will be different because the projects, strategic initiatives and collaboration opportunities will change, as will the solutions you provide each client

To thrive in this role, you must have a way with clients and client team members that builds rapport, establishes trust, and shines with professionalism. You will partner with Implementation, GPT and other internal partners to ensure clients derive the full value of their ADP products and services. When done successfully, our client satisfaction scores and client team sentiment will make you proud.

We'll also have a healthy dose of fun along the way. Not only can you find a career here but friendships that last in a company that values  this role, you will report directly to the Vice President/General Manager of Client Services, Lyric HCM. You will have ~3 direct reports with several indirects across US locations.
Ready to #Make Your Mark ? Apply now!

WHAT YOU'LL DO:
Responsibilities Supports, directs, and implements the overall strategy for servicing and supporting their assigned book of business.

Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries.

Partner with VP to create, define and communicate goals, establish, and manage budgets, formulate incentive initiatives and implement new procedures.

Ultimately responsible for the client experience, NPS, client retention within their assigned book of business.

Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.

Partners with other Service Directors 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 productivity goals by effectively balancing call and case activity and resources among client service teams.

Collaborate with members of their Senior Teams on all strategy regarding client support requirements.

Partners with managers, technical support and associates on escalated client situations as required.

Works closely with the Client Success and Implementation teams on strategic initiatives related to client retention.

Helps to identify clients at risk and provides resources to assist the center's retention team. Partners with Sales, Implementation, Product, and related teams to ensure effective touch points are…