VP Client Services (Sales & Use Tax)

VP Client Services (Sales & Use Tax)

Requisition #: AVSS43102
Job Title: VP Client Services (Sales & Use Tax)
Country: United States

State: New Hampshire

City: Salem

Employment Status: Full Time

Division: AVS-CAPS - Sales & Use Tax

Job Responsibilities:
(Description):
Automatic Data Processing, Inc. (Nasdaq: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, heavy manufacturing, and agricultural vehicle dealers throughout the world.
A senior level client service leader who is accountable for developing and leading the implementation of strategic plans to drive client satisfaction, retention, and revenue growth for Sales Use Tax (SUT)clients. Manages, strengthens and expands the business relationship between ADP and senior client executives. Identifies and drives new business opportunities. Advocates for client interests across ADP. Establishes the strategic direction for Client Service Management, Strategic Vendor Partnerships, Implementation and Client Reporting teams. Evaluates the success of client service and establishes goals for continual improvement. Work in conjunction with ADP senior management on bundled product/service initiatives. Accountable for Special Projects as assigned.
Essential Responsibilities:
* Client Relations Management:Develop a strategic plan for each assigned client to increase client satisfaction, long-term retention and revenue opportunities. Obtain buy-in and collaboration from management of all supporting business units and departments. Understand client business issues and proactively work with ADP businesses and teams to resolve them. Develop, expand, and maintain personal relationships with management in the designated client organizations to seek feedback on ADP performance. Facilitate and coordinate client and ADP senior management relationships. Works with senior management and client-focused teams to improve service quality, gain efficiencies, and reduce operating costs of SUT. Acts as a change agent in conjunction with management to improve client focus in SUT. Helps identify appropriate technology and tools required to establish improve service levels.
* Implementation Management:Manages a professional, technical staff of associates who execute ADP's SUT Implementation services. Responsible for developing and implementing a strategic plan for all Implementation across SUT. Ensures that the organization implements all sold business units within forecasted time frames and within project budget. Provides support and consults with the Sales organization during the presale process to determine pricing and product implementation strategy. Contributes to division initiatives through task force and project assignments.
* Department Leadership:Acts as a leader and role model to Client Relation Managers (CRM) and Client Reporting teams. Provides overall direction and leadership to teams and manages those activities. Leads, directs, motivates, coaches, counsels, and mentors while providing daily support and direction to group. Charged with managing more complex client accounts and escalated issues. Responsible for ensuring proper associate developmental opportunities are provided to associates to excel within roles.
* Business Support:Addresses client concerns and operational requirements effectively while ensuring service levels are maintained. Escalates appropriately within ADP service organization or client organization to address issues. Develop, plan, recommend and execute appropriate client service initiatives to increase service levels, retention, and overall marketability of products. Works effectively with peers in other areas to share best practices, tools and process and the leveraging of resources that may be critical to the success of the initiative. Ensures all contractual service standards are met/exceeded. Ensure high levels of satisfaction for clients. Ensure periodic service review meetings are conducted with clients to communicate all levels of service standards, product enhancements, problem resolution and general business update. Identify (or create) and qualify revenue growth opportunities.
* Presales:Works closely with the Sales organization to anticipate start volume and ensure timely, high-quality starts. Ensures the successful resolution of escalated sales issues. Consistently communicates changes in processes/procedures and other relevant information to the Sales organization. Performs other related duties as assigned.
QualificationsRequired
(Experience, Skills, Academic):
* Education: 
* Bachelor's Degree in Business Administration or other related field required.  Master's degree desired.
* Experience: 
* At least 10 years of Senior Level management experience.
* Must possess strong competency in Leading ERP systems (example: SAP, Oracle, etc).
* Must be able to work well under pressure and have a high tolerance for stress.
* Must possess excellent organizational and time management skills for managing multiple, diverse and conflicting activities and project teams.
* Understanding of the structure, products, service delivery models and economics of tax incentives industry.
* Should have the ability to manage senior or executive level relationships, and possess knowledge of the marketplace and competitive landscape.
* Must possess excellent communication, presentation and facilitation skills.
* Behavioral Competencies:
* Has demonstrated success in influencing senior leaders in a highly matrix-based organization
* Is a good team player with excellent collaborative communication skills, displaying honesty, fairness, objectivity and accountability, with a clear understanding of how to deliver both personal and team goals
* Builds a high performing team by proactively sharing knowledge and insights with the team and empowers them to perform
* Is a self-starter and develops clear ideas about what needs to be done
* Practices continuous improvement and encourages measured risk taking
* Can maintain perspective and focus on key priorities for the overall business, executes to successful completion
* Is creative in identifying innovative solutions to problems and persuading others of the course of action* Proven track record of attracting, retaining, and cultivating extraordinary talent
* Practices active listening skills and displays a strong respect for others
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
Education: Bachelors

Job Category: Client Service

Area of Interest: Management

Locations: New Hampshire, Salem