Client Success Manager - Time
ADP

Job Info

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Lifion by ADP -- (Time) Client Success Manager

We are a special venture within a large established company. We are "re-writing the rules" and defining our own standards for success. We have access to the resources of a Fortune 500 with the velocity of a startup. Our team is high powered and committed: we expect the same from every person we hire. Our industry is at the beginning of a transformational shift and we intend to lead it.

We are building products and services to help both organizations and people succeed and grow in their professional endeavors and we are looking for out of the box thinkers to help bring us to market.

The Lifion by ADP program is looking for a dynamic, motivated, and experienced individual to help drive client engagements and implementations. Reporting to the Implementation Lead, this person will help drive business-level discovery discussions, implementation, and client training, all to ensure client success. The candidate will also be responsible for the tactical and operational support of client engagements.

Responsibilities:

• Prepare and deliver change management activities and training for a portfolio of clients
• Become an expert in the Lifion product offerings to be able to address client issues and provide "white glove service" to our customers
• Work with customers to identify and troubleshoot issues within the Lifion products and applications
• Identify bottlenecks in Lifion's product and the client success process and work with other internal teams to rapidly find solutions
• Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, support, and product teams
• Analyze and monitor customer data to draw insights and optimizations to communicate those findings to the customers
• Develop and maintain a deep understanding of customers' business drivers, to deliver program activities to align with those initiatives.

Qualifications:

• Strong empathy for customers and their success
• Proactive, positive, self-starter, and team player with a love of continually learning and improving the processes around you
• Ability to work in a team-based, collaborative environment and passion for contributing to the creation of a world-class customer success function
• Capability to communicate brand/products effectively and both cross-functionally and externally (customers) over multiple mediums
• Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer's ROI with your services
• Ability to digest complex data and regurgitate it back to customers in a manageable and concise way
• Experience in training adult learners on new technology or applications
• Understanding of SDLC
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction and retention in a fast-paced environment
• Experience using SFDC (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus

Requirements:

• A/B.S. in Human Resources, Organizational Development or Computer Science desirable or equivalent in experience
• Experience with ADP Payroll/eTime/Workforce Manager or Kronos required.
• Have worked within the capacity of HRIS, HRBP, Learning Coordinator, Payroll, and/or HR Systems. A background in HR (or L&D)/Technical is ideal
• 3+ years of experience in B2B environments with a preference for customer success, technical account management, implementation, or consulting background
• Enthusiasm for Human Capital Management and making clients successful a must!
• Occasional travel for in-person customer meetings

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, remote work, travel, the hiring interview process, and more.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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