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:

Support, maintain, configure and administer the daily operations of our CS platform for the NAS Client Success Organization

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

BA/BS – or equivalent in education and experience   Passion for customer success and designing processes that scale

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 Gainsight

Gainsight 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

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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