Lead Client Success Operations Manager

Lead Client Success Operations Manager

ADP is hiring a Lead Client Success Operations Manager. In this role, you will be responsible for designing, implementing, and enabling Client Success solutions, processes and data, along with administering our Client Success (CS) platform. This includes gathering and managing data requirements and working with key stakeholders (including senior leadership) to enable our Client Success organization to deliver exceptional value to our clients. As a Lead Client Success Operations Manager, you are responsible for delivering impactful solutions to your key stakeholders and using your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.

To thrive in this role, you will leverage your process and data-oriented mindset and passion for customer success to build out new processes and procedures that make our business run smoother, quicker, and smarter. You will combine your operations acumen and analytical skills to help us get the most value from our client success platform and processes.

Responsibilities

What you can expect on a typical day:

• Support, maintain, configure and administer the daily operations of our CS platform for the NAS Client Success Organization
• Identify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and data
• Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement
• Interface regularly with our internal team to surface client success data requirements
• Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting
• Detect early signals of at-risk accounts and create automated alerts for CSMs to address them
• Build workflows and dashboards that analyze client data to identify new opportunities that trigger actions for CSMs to proactively engage with clients
• Define and evolve client health scoring and reporting
• Ensure all processes are well documented and maintained up to date
• Create and refine reports for business leaders, optimizing them for automation as needed
• Build relationships with CS Leadership and Client Success ICs. Work with stakeholders across the business from marketing to engineering.

Requirements

• 2+ years of experience managing a CS platform (Gainsight, SFDC CS Workflows, etc.)
• BA/BS – or equivalent in education and experience
• Passion for customer success and designing processes that scale
• 5 years of experience in operational analytics with a focus on Client Success
• 2+ years of experience working in B2B or Enterprise software
• Ability to analyze various data sets and present findings in an actionable and insightful way
• Ability and desire to learn new tools and systems
• Ability to work cross-functionally in a rapidly changing environment
• Understand and translate business needs into technical requirements and design
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• Strong communication skills; able to work with a variety of stakeholders including senior leaders