ADP is hiring a Lead Client Success Operations Manager.
In this role, you will be responsible for designing, implementing, and enabling Client Success solutions, processes and data, along with administering our Client Success (CS) platform. This includes gathering and managing data requirements and working with key stakeholders (including senior leadership) to enable our Client Success organization to deliver exceptional value to our clients. As a Lead Client Success Operations Manager, you are responsible for delivering impactful solutions to your key stakeholders and using your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.
To thrive in this role, you will leverage your process and data-oriented mindset and passion for customer success to build out new processes and procedures that make our business run smoother, quicker, and smarter. You will combine your operations acumen and analytical skills to help us get the most value from our client success platform and processes.
WHAT YOU’LL DO: Responsibilities
What you can expect on a typical day:
Identify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and data
Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement
Interface regularly with our internal team to surface client success data requirements
Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting
Detect early signals of at-risk accounts and create automated alerts for CSMs to address them
Build workflows and dashboards that analyze client data to identify new opportunities that trigger actions for CSMs to proactively engage with clients
Implement new playbooks and changes to existing playbooks
Define and evolve client health scoring and reporting
Ensure all processes are well documented and maintained up to date
Create and refine reports for business leaders, optimizing them for automation as needed
TO SUCCEED IN THIS ROLE: Requirements
5 years of experience in operational analytics with a focus on Client Success
2+ years of experience working in B2B or Enterprise software
2+ years of experience supporting/maintaining a CS platform (Gainsight, SFDC CS Workflows, etc.)
Ability to analyze various data sets and present findings in an actionable and insightful way
Ability and desire to learn new tools and systems
Ability to work cross-functionally in a rapidly changing environment
Understand and translate business needs into technical requirements and design
Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
Strong communication skills; able to work with a variety of stakeholders including senior leaders
BONUS POINTS FOR THESE: Preferred Qualifications
Experience managing GainsightGainsight Admin certification (SFDC or NXT)
Experience as a Salesforce Administrator
Experience as a Customer Success Manager
Ability to work asynchronously
Exceptionally strong written communication
Familiarity with Agile methodology
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $77,100.00 - $206,820.00 / Year
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.