Principal Client Success Executive, Lyric HCM

Overview

ADP is hiring a Principal Client Success Executive.

• Are you ready to manage a book of large, complex global client accounts
• Do you enjoy working through client challenges and providing creative solutions?
• Do you have a knack in building relationships, working through contract negotiations and retaining clients?
• Are you ready to lead clients on an HCM journey leveraging Lyric technology?

Well, this may be the role for you. Ready to make your mark?

In this role, the Principal Client Success Executive (CSE) is responsible for driving satisfaction and client outcomes by relentlessly monitoring and managing the client’s success throughout the Lyric HCM client journey. The CSE, in partnership with Product, Implementation, and Project Managers from other work streams, will define and implement Launch Readiness for all phases of the rollout of the Lyric HCM solution.

The CSE will align with Client Stakeholders to gain a deep knowledge of the client’s desired outcomes, developing and executing client success plans focused on achieving those outcomes at every stage in the client journey. The CSE manages at all levels of the ADP and Client Organization to drive accountability for delivering the end-to-end client experience in order to achieve a long-term and valued-added partnership.

The CSE will initiate interventions to address any areas of concern in overall client health, including client satisfaction, client experience and product adoption across the client’s ADP portfolio. The CSE identifies customer risk and acts as an integrator with ADP and client resources to deliver on Client Success milestones and to ultimately drive long-term retention and expansion of the client partnership with ADP.

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• The CSE is a trusted advisor who builds and strengthens client partnerships by creating and operationalizing a Client Success plan in conjunction with the Client's Decision Makers, influencers, and Executives.
• The CSE will execute on this plan, marshaling the power of the organization to deliver on the client's Success Milestone and desired outcomes. This includes establishing the client relationship and building their loyalty, consulting with the client to define appropriate desired outcomes based on the client's suite of products and stage in the adoption journey, ensuring the client's optimal use and solution adoption of products and services, advocating for mutual interests, and driving engagement through data insights and other ADP assets.
• Possesses strong presentation skills, Executive Presence, business acumen and deep knowledge of the client and ability to articulate and manage to clients' desired outcomes.

• The CSE drives total client satisfaction by delivering a seamless and unified experience in partnership with internal associates.
• Effectively manage across national and global business units within ADP to understand elements within the organization that impact the client and the business.
• Effectively position ADP Executive Sponsor and execute against the Client Playbook, including the Success Plan and Executive Business Reviews to ensure the client realizes value from the ADP relationship.
• The CSE acts as the client advocate, ensuring a positive end-to-end ADP experience, partnering with internal teams to monitor and manage Client Health.
• Know the client by becoming a mutual partner of the client’s company and industry to provide insights on business performance, risks, opportunities, and industry best practices.
• Identify critical decision-makers across HR, IT, Operations, and Finance.
• Maintain and update the Success Plan and drive accountability to Success Milestones.
• Share HCM industry updates relevant to the client’s needs.
• Establish and manage expectations for reference-ability and client engagement opportunities beneficial to both the client and ADP, including participation in events.
• Manage difficult situations with transparency, accountability, and reasonable expectations, including de-escalation when needed.