Sr. Director Client Services (Strategic Account Management) - Major Accounts Services

ADP; Elk Grove Village (IL); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement savings match

Wellness program

Paid holidays and vacation

Job summary

ADP is seeking a Senior Director of Client Services (Strategic Account Management) to lead a team delivering service to 2,500+ clients and about $200M in annual revenue within Major Accounts UpMarket.

The role emphasizes strategic vision, client advocacy, and collaboration across product offerings to maximize client value and retention in a complex, matrixed environment.

Qualifications

• 12+ years of related client service or account management experience with leadership roles
• Leadership excellence and ability to build high-performing teams
• Strong communication skills and strategic business thinking

Responsibilities

• Lead a team of 4–6 directors and ~50 indirect reports
• Develop and execute a strategic service model for Major Accounts UpMarket
• Drive client retention and long-term growth through service excellence
• Use analytics and client feedback to improve the client experience
• Partner with VP and peers on goals, budgets and best practices
• Identify process improvements to reduce time-to-resolution and increase efficiency
• Oversee hiring and development to build leadership depth and succession plans
• Collaborate with Sales, Relationship Management and Finance on strategic initiatives

Skills

Leadership

Client services

Strategic planning

Analytics

Budgeting & forecasting

Talent development

Cross-functional collaboration

Communication

Education

Bachelor's degree or equivalent

Job description

Overview

ADP is hiring a Senior Director, Client Services (Strategic Account Management) within our Major Accounts Services organization. We are looking for a dynamic Sr. Director of Client Services within the Major Accounts UpMarket space, to lead a team responsible for delivering service to our existing 2,500+ client base representing approximately $200M of annual revenue. The team of dedicated Account Managers act as the client advocate to facilitate support across the multiple product offerings within ADP within the client portfolio. This role helps develop, execute, and continuously improve the strategic vision for the service model, ensuring alignment with ADP's overall business objectives in the mid-market space. The Sr. Director of Client Services will act as a trusted advisor to our clients, ensuring the team focuses on maximizing value for clients, resulting in strong retention and long-term growth. The leader will leverage experience in a cross-functional, matrixed environment to align internal priorities with client needs.

Responsibilities

• Manage a team of 4 - 6 directs with ~50 indirects
• Acquire, lead and develop a team of dedicated Service Account Managers, in office and virtual, supporting their client base on day-to-day payroll inquiries
• Reinforce a service excellence culture that builds long-lasting client relationships through proactive outreach and support
• Leverage analytics, client feedback and associate input to implement action plans that drive a superior experience for clients and associates
• Partner with the VP and peers to define goals, manage budgets, formulate incentive initiatives and implement best practices and new procedures
• Identify internal process improvements across the client value-stream to improve time to resolution and efficiency
• Partner with leaders to drive associate engagement, retention, talent development (including succession planning) and programs to enhance service function and performance
• Ensure client services leadership is accountable to productivity goals by balancing call and case activity and resources among virtual teams
• Collaborate with managers, technical support and other departments on escalated client situations
• Work with Sales, Relationship Management and Finance Executives on strategic initiatives related to client retention
• Identify at-risk clients and develop action plans to stabilize relationships, establishing means to follow through and reassess ongoing client needs
• Obtain client sentiment on product functionality and work with product enablement and development teams to enhance platforms
• Proactively manage staff hiring and development to move within the organization
• Maintain financial knowledge of the service organization, including budget preparation and analysis, expense reports, and accounting processing forecasting

Requirements

• 12+ years of directly related experience in a client service or implementation environment with several years of direct leadership experience as a Leader of Leaders
• Exhibits Leadership Excellence, including identifying successful behaviors and building talented teams
• Recognized for outstanding leadership skills, professionalism, communication, and strategic business thinking

Qualifications

A college degree is preferred but not required. What’s more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where teamwork, adaptability, organization and follow-through help build teams and client relationships

Preferred Qualifications

• Knowledge of HCM (Human Capital Management)
• Experience in a B2B organization
• Prior service/call center management is preferred
• Business acumen and financial knowledge
• Leverages data to make strategic business decisions
• Exceptional verbal and written communication skills
• Relationship builder who partners across the enterprise to ensure best client experience and business objectives
• Ability to anticipate and adapt to changing conditions
• Ability to prioritize issues under time constraints

Compensation and Benefits

Base salary offers vary by location, skills and experience. Some positions may include additional compensation in the form of bonuses, equity or commissions. Benefits include Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short- and Long-Term Disability, Charitable Contribution Match, holidays, personal days, vacation, and paid volunteer time off. The compensation for this role is reported as applicable to the location.

DEI and Ethics

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace and to equal employment opportunities regardless of protected characteristics. Hiring decisions are based on ADP's operating needs and applicant merit. Ethics at ADP: ADP maintains high ethical standards and expects employees to act with integrity. Learn more about ADP's culture and values.