Sr. Director, Client Success - Retirement Services

Job DescriptionWe are hiring a Senior Director -- Client Success (Retirement Services) within our Small Business Services organization.In this position as the Senior Director Client Success, you will support the teams that provide advanced Tier 2 support and escalation management for clients, associates, and internal business partners. This function serves as a centralized point of contact for complex issues that require specialized expertise, ensuring timely resolution and a seamless service experience. The team is responsible for managing escalated client and associate concerns, supporting client retention and loyalty initiatives, and partnering with functions such as Payroll, Sales, and other business units to resolve issues, provide guidance, and drive positive outcomes. Through proactive problem-solving, cross-functional collaboration, and end-to-end ownership of escalations, the team helps enhance client satisfaction, associate experience, and overall business performance.The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams. As the Senior Director, you will report directly to the VP/GM, Retirement Services. You will manage a team of 5 leaders along with several indirect reports across multiple locations. Ready to #MakeYourMark? Apply now!WHAT YOU’LL DO: Responsibilities Act DecisivelyDefine and execute a client success strategy that drives client satisfaction, retention, and long-term valueAnticipate business challenges and identify opportunities to enhance the client experience, improve service delivery, and increase operational efficiencyUse client insights, feedback, and performance data to shape priorities, inform enterprise initiatives, and influence strategic decisionsMake high-impact decisions that strengthen service delivery, retention outcomes, and operational directionChampion ChangeLead proactive client engagement, service recovery, and retention strategies that reduce escalations and deepen client relationshipsIdentify root causes of client dissatisfaction and drive improvements across processes, tools, and service delivery modelsLead high-visibility initiatives that improve scalability, efficiency, and overall client outcomesFoster CollaborationPartner across Sales, Product, Account Management, Operations, and other business units to align on client needs and business prioritiesServe as a senior escalation point and strategic advisor for complex, high-impact client issuesBring cross-functional teams together to resolve issues, improve the client experience, and advance enterprise prioritiesGrow Our PeopleLead, inspire, and develop leaders across client success functionsEstablish clear performance expectations and provide ongoing coaching, feedback, and developmentBuild bench strength through thoughtful succession planning and talent developmentMaintain staffing strategies that support business needs and team effectivenessExecute Every DayLead multi-functional client success teams responsible for complex issue resolution, client loyalty and retention, and internal partner supportEnsure effective case management, prioritization, and resolution aligned to service level expectations, quality standards, and client needsEstablish and monitor key performance indicators, including resolution time, retention, client satisfaction, and escalation trendsManage resource planning, budgeting, and workforce alignment to support performance and growthEnsure adherence to policies, procedures, and quality standardsProvide leadership support and coverage across teams as neededBuild Trust & BelongingEnsure thoughtful, high-touch handling of sensitive or high-impact client situationsBuild trust and credibility with clients and internal stakeholders through sound judgment, consistency, and client-centered decision-makingFoster a culture of accountability, inclusion, and shared commitment across client success teamsTO SUCCEED IN THIS ROLE: Requirements This is a hybrid role (3 days in the office, 2 days at home). Candidates will sit in either our Louisville, KY, El Paso, TX or Florham Park, NJ offices with a proven track record of managing teams in both a virtual and in-office setting.12+ years of progressive experience in client service, customer success, or support operations; within the years of experience, must possess at least 5+ years of successful and progressive managerial experience (Leader of Leaders)Strong ability to hire, assess and develop talentMust possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive cultureProven experience in client retention, escalation management, and service recoveryExperience leading high-volume, complex support environmentsMust possess an “executive” presence and skills to build strong, working relationships from front-line associates to senior executives as well as clientsExcellent time management, communications, decision making, presentation, leadership, and organization skillsActs as the executive escalation point for internal and external issuesSkilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused resultsExcellent written and oral communication skillsAbility to manage clients and associates virtually in an effective wayAbility to travel quarterly to other ADP offices ~20%A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include: Experience noted above, ORMilitary experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve successJob RequirementsCOMPETENCIES AND SKILLSClient advocacy and relationship managementStrategic thinking with a strong focus on execution and resultsData-driven decision-making and analytical problem solvingStrong communication and cross-functional influenceAbility to lead in a fast-paced, high-volume environmentProven ability to build, develop, and retain high-performing teamsBONUS POINTS FOR THESE: Preferred QualificationsExperience leading Tier 2 support, retention and loyalty, or escalation teamsStrong understanding of service operations metrics, contact center environments, and enabling technologiesDemonstrated success leading large-scale, cross-functional initiativesProven ability to influence without direct authority in a matrixed organizationExperience designing and implementing proactive client success strategies and engagement modelsYOU'LL LOVE WORKING HERE BECAUSE YOU CAN:Be yourself in a culture that values equity, inclusion, and belonging and create a safe space for diverse perspectives and insights.Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.Balance work and life. Resources and flexibility to integrate your work and your life more easily.Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live. Get paid to pay it forward. Company-paid time off for volunteering for causes you care about. What are you waiting for? Apply today!Job DetailsJob Type: Full-TimeSalaried: Salaried