ADP is hiring a Vice President of Client Services.   In this critical role, this position will provide the strategic focus of the Employment Tax Service organization to ensure delivery of optimal service and improvement of overall client and associate satisfaction and financial goals.  It will aslo provide overall direction and leadership to Client Service Managers and manages the activities of team members in multiple locations through guidance, direction, development and coaching. Handles complex, escalated and unresolved client issues. This position will be responsible for driving results through product recommendations, adoption of SmartCompliance, delivering service excellence and maintaining client relationships at the highest levels. They also may serve as backup for the General Manager.

ESSENTIAL RESPONSIBILITIES:

1. Service Support: A Service Executive with an assigned client base, some of which are the world’s largest and most prestigious organizations. The Vice President of Client Service is responsible for setting the strategy and delivering on the execution of organizational excellence and profitable growth. In addition, the VP is responsible for creating growth through supporting the Sales prospect process, client retention and client advocacy participation through excellent service as measured by retention rates and client NPS/Advocacy results Functions as a consultant and business partner to Senior Management internally and to the Client’s Executive Management. Responsible for partnering with the Compliance Solutions Service Executives and driving client retention numbers up and delivering messages to clients and associates regarding the value proposition; creating and executing an account strategy that will help develop a value-based relationship with each client. Works with a distributed service team, consults with clients and evaluates worksite needs in regards to services and proactively develop, implement, and monitor Service Plans which will directly impact the effectiveness of client companies. Actively and consistently communicate with clients and schedules client visits (on-site or virtual) to ensure appropriate utilization of Employment Tax services. As necessary, acts as escalation point person. 
2. Client Relationship Policy Management: Works with various departments to develop a service model, which includes all operating policies, procedures and standards required for the support of Employment Tax clients. Provides continual communication and coordination for functional activities to other departments to ensure effective client support. Coordinates with Enterprise Learning, Global Product Technology, Sales, Implementation and other supporting departments on all product and program changes, and provides technical support for resolution of issues as they arise. Collaborates with other departments on strategic objectives and coordinates efforts between departments to meet those objectives. Communicates and modifies the strategies and services as business needs change. 
3. Department Leadership: Acts as leader, and role model. Leads, directs, motivates, coaches, counsels, and mentors while providing daily support and direction to the Client Service Manager group. Charged with managing more complex client accounts and escalated issues. Leads projects for clients and internally with ADP Compliance Solutions/Employment Tax. Assist with performance planning and associate development. Participates in the review and accountability of client NPS & advocacy results. Takes a front line role in training all newClient Service Managers.Handles personnel duties for Client Service department including the assignment of clients to the appropriate Service Team based on geography, complexity, Industry, ERP and size of client, determining staffing needs, making selection recommendations and providing recommendations for salary increases and promotions. Conducts performance evaulations, succession planning and takes corrective action when appropriate. Prepares, monitors, and maintains client service management information reports, project plans, and budgets.
4. Drive Strategic Programs: Leads, provides direction, training and coaching on rolling out major initiatives including new products and services, and programs aligned with Organizational strategy. Partners with Senior Management to develop short and long term strategies and assumes responsibility for the implementation of these strategies.