Senior Director, Client Services - Hybrid Client Success

apply; Georgia; Hybrid; USD 150,000 - 210,000; Full time

Job summary

ADP’s Lyric HCM is seeking a Senior Director of Client Service in the National Accounts Service organization. You will lead a virtual, matrixed team and collaborate with Implementation, GPT, Product, and Sales to maximize client value and satisfaction.

You will manage ~3 direct reports with several indirects across US locations, drive strategy and budgets, and champion world-class service delivery. This is a hybrid role with 3 days in-office and 2 days remote, based in Alpharetta or Augusta, GA.

Qualifications

• 12+ years in a related management capacity in a high-performance service environment
• 8+ years of people leadership experience
• Experience in matrix management and leading a professional organization
• Ability to mentor, motivate and develop leaders

Responsibilities

• Direct and implement overall servicing strategy for their book of business
• Partner with VP to define goals, budgets, and incentive initiatives
• Ensure client experience, NPS, and retention targets are met
• Lead a virtual, matrix-managed organization and drive service strategies
• Collaborate with Sales, Implementation, Product and other teams to ensure client success
• Manage hiring, development, and succession planning across the team
• Review metrics and drive actions to improve quality and engagement

Skills

Leadership

Project management

Client service

Communication

Strategic thinking

Team building

Time management

Problem solving

Education

Bachelor's degree preferred

MBA or advanced degree preferred

Job description

ADP’s Lyric HCM is seeking a Senior Director of Client Service in the National Accounts Service organization. You will lead a virtual, matrixed team and collaborate with Implementation, GPT, Product, and Sales to maximize client value and satisfaction.

You will manage ~3 direct reports with several indirects across US locations, drive strategy and budgets, and champion world-class service delivery. This is a hybrid role with 3 days in-office and 2 days remote, based in Alpharetta or Augusta, GA.