Senior Director, Client Success (Retirement Services)

ADP; El Paso (TX); Hybrid; USD 132,000 - 246,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Retirement savings match

Wellness program

Disability insurance

Volunteer time off

Holidays

Personal days

Vacation days

Job summary

ADP is seeking a Senior Director of Client Success (Retirement Services) within the Small Business Services organization. You will lead a team of leaders across locations, drive client satisfaction, retention, and enterprise outcomes through strategic direction, proactive engagement, and collaboration with Sales, Product, and Operations.

You will manage escalations, partner with various business units, and shape initiatives to improve service delivery, scalability, and client experience while

Qualifications

• 12+ years of progressive experience in client service, customer success, or support operations
• Within the years of experience, must possess at least 5+ years of managerial experience (Leader of Leaders)
• Proven ability to hire, assess and develop talent
• Executive presence with ability to influence from front-line to senior executives
• Experience leading high-volume, complex support environments
• Proven ability to lead in a matrixed organization and drive cross-functional initiatives

Responsibilities

• Define and execute a client success strategy that drives satisfaction, retention, and long-term value
• Lead proactive client engagement, service recovery, and retention strategies
• Partner across Sales, Product, Account Management, Operations and other units to align on client needs
• Lead multi-functional client success teams responsible for complex issue resolution and client loyalty
• Establish KPIs and monitor performance including retention, satisfaction, and escalation trends

Skills

Client advocacy

Strategic thinking

Data-driven decisions

Cross-functional influence

Leadership

Team development

Communication

Executive presence

Project management

Travel readiness

Education

Bachelor's degree preferred

Job description

ADP is seeking a Senior Director of Client Success (Retirement Services) within the Small Business Services organization. You will lead a team of leaders across locations, drive client satisfaction, retention, and enterprise outcomes through strategic direction, proactive engagement, and collaboration with Sales, Product, and Operations.

You will manage escalations, partner with various business units, and shape initiatives to improve service delivery, scalability, and client experience while