ADP
Principal Client Success Executive, ADP Lyric HCM
ADP, Augusta, Georgia, United States, 30910
Principal Client Success Executive, ADP Lyric HCM
ADP is hiring a Principal Client Success Executive to drive satisfaction and client outcomes by managing a book of large, complex global client accounts and leading clients on an HCM journey leveraging Lyric technology.
Responsibilities
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 executes on this plan, marshaling the power of the organization to deliver on the client’s Success Milestone and desired outcomes, establishing the client relationship and building loyalty.
Consults with the client to define appropriate desired outcomes based on the client’s suite of products and stage in the adoption journey, ensuring optimal use and solution adoption.
Advocates for our mutual best interests, driving engagement through data insights and other unique ADP assets.
Possesses strong presentation skills, executive presence, business acumen, and deep knowledge of the client, articulating and managing to clients’ desired outcomes.
Drives total client satisfaction by delivering a seamless and unified experience in partnership with internal associates.
Effectively manages across national and global business units within ADP to understand hidden elements impacting the client.
Positions ADP Executive Sponsor and executes the Client Playbook, including Success Plan and Executive Business Reviews.
Operates as the client’s ADP advocate focused on total client satisfaction, monitoring and managing Client Health.
Leverages industry knowledge to proactively identify risks and opportunities, helping clients think through market implications.
Identifies critical decision-makers within HR, IT, Operations, and Finance disciplines.
Maintains and updates Success Plan, driving internal and client accountability to Success Milestones.
Shares HCM industry updates and relevant information to support client business.
Manages client relationships to foster engagement and participation in key events such as MOTM, Rethink, CAB, Online Forums, Ambassador Program, etc.
Handles difficult situations with integrity, transparency, and de-escalation of issues.
Understands all components of client contracts—including pricing, SLAs, service history—to manage renewal and retention.
Reports on key business activities and ROI in the Success Plan and Executive Business Reviews, providing actionable insights.
Coordinates renewal process internally, partnering with Sales on revenue expansion opportunities.
Presents a cohesive business renewal plan to ADP leadership.
Coordinates cross-functional teams (Sales, operations, service, product management) to drive issues to closure and improve end-to-end experience.
Qualifications
At least 8 years of managing and consulting with large, matrixed, global clients focused on strategic enterprise account management.
At least 8 years of General Management, Sales, or Management Consulting Experience in Client Success Management.
Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management.
Experience with ADP Products, HCM Solutions, and Standby Technology.
Experience with Client Lifecycle Management from development to implementation and ongoing account management.
Travel required.
Preferred Qualifications
Large, complex client contract negotiations.
Growth and Revenue experience.
Benefits
Be yourself in a culture that values equity, inclusion, and belonging.
Belong by joining Business Resource Groups.
Grow your career in an agile, fast‑paced environment.
Continuously learn with ongoing training and mentorship.
Best‑in‑class benefits start on Day 1.
Health and wellness programs.
Paid volunteer time off.
Company‑paid time off for volunteering.
Compensation Base salary offers vary based on location, skills, and experience. Some positions may include bonus, equity, or commissions. Compensation ranges from USD $74,100.00 to USD $150,300.00 per year. Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state, and local laws.
About ADP ADP is a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a culture that embraces our core values.
Diversity, Equity, Inclusion & Equal Employment Opportunity ADP is committed to an inclusive, diverse and equitable workplace, providing equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on ADP’s operating needs and applicant merit.
Ethics at ADP ADP upholds the highest ethical standards and full compliance with applicable laws. Learn more about ADP’s culture and values at https://jobs.adp.com/life-at-adp/.
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Responsibilities
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 executes on this plan, marshaling the power of the organization to deliver on the client’s Success Milestone and desired outcomes, establishing the client relationship and building loyalty.
Consults with the client to define appropriate desired outcomes based on the client’s suite of products and stage in the adoption journey, ensuring optimal use and solution adoption.
Advocates for our mutual best interests, driving engagement through data insights and other unique ADP assets.
Possesses strong presentation skills, executive presence, business acumen, and deep knowledge of the client, articulating and managing to clients’ desired outcomes.
Drives total client satisfaction by delivering a seamless and unified experience in partnership with internal associates.
Effectively manages across national and global business units within ADP to understand hidden elements impacting the client.
Positions ADP Executive Sponsor and executes the Client Playbook, including Success Plan and Executive Business Reviews.
Operates as the client’s ADP advocate focused on total client satisfaction, monitoring and managing Client Health.
Leverages industry knowledge to proactively identify risks and opportunities, helping clients think through market implications.
Identifies critical decision-makers within HR, IT, Operations, and Finance disciplines.
Maintains and updates Success Plan, driving internal and client accountability to Success Milestones.
Shares HCM industry updates and relevant information to support client business.
Manages client relationships to foster engagement and participation in key events such as MOTM, Rethink, CAB, Online Forums, Ambassador Program, etc.
Handles difficult situations with integrity, transparency, and de-escalation of issues.
Understands all components of client contracts—including pricing, SLAs, service history—to manage renewal and retention.
Reports on key business activities and ROI in the Success Plan and Executive Business Reviews, providing actionable insights.
Coordinates renewal process internally, partnering with Sales on revenue expansion opportunities.
Presents a cohesive business renewal plan to ADP leadership.
Coordinates cross-functional teams (Sales, operations, service, product management) to drive issues to closure and improve end-to-end experience.
Qualifications
At least 8 years of managing and consulting with large, matrixed, global clients focused on strategic enterprise account management.
At least 8 years of General Management, Sales, or Management Consulting Experience in Client Success Management.
Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management.
Experience with ADP Products, HCM Solutions, and Standby Technology.
Experience with Client Lifecycle Management from development to implementation and ongoing account management.
Travel required.
Preferred Qualifications
Large, complex client contract negotiations.
Growth and Revenue experience.
Benefits
Be yourself in a culture that values equity, inclusion, and belonging.
Belong by joining Business Resource Groups.
Grow your career in an agile, fast‑paced environment.
Continuously learn with ongoing training and mentorship.
Best‑in‑class benefits start on Day 1.
Health and wellness programs.
Paid volunteer time off.
Company‑paid time off for volunteering.
Compensation Base salary offers vary based on location, skills, and experience. Some positions may include bonus, equity, or commissions. Compensation ranges from USD $74,100.00 to USD $150,300.00 per year. Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state, and local laws.
About ADP ADP is a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a culture that embraces our core values.
Diversity, Equity, Inclusion & Equal Employment Opportunity ADP is committed to an inclusive, diverse and equitable workplace, providing equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on ADP’s operating needs and applicant merit.
Ethics at ADP ADP upholds the highest ethical standards and full compliance with applicable laws. Learn more about ADP’s culture and values at https://jobs.adp.com/life-at-adp/.
#J-18808-Ljbffr