Pi Client Experience Mgr, Lyric HCM
Número de sol.: 266894
Categoría: Client Service
Fecha de publicación: July 29, 2025
Categoría: Client Service
Fecha de publicación: July 29, 2025
Ubicación del puesto de trabajo: Alpharetta, GA, US
Tempe, AZ
Parsippany, NJ
ADP is hiring a Client Experience Manager for our Lyric Service team. The primary focus of this role is to strengthen ADP/client partnerships by improving the client experience and value derived from ADP solutions. The Client Experience Manager will lead initiatives to improve client experience and utilize product knowledge, technical expertise, best practice guidance, analytics, and collaboration with GPT.
This position Perform technical-based activities, contributing to and managing projects, providing advice and/or direction in primary areas of expertise in HCM, utilizing analytical ability to solve problems and make recommendations, and leveraging relationships by interfacing with and influencing key stakeholders. Work is primarily achieved by an individual or through project teams, utilizing technical expertise to achieve results.
Responsibilities
- Utilize data and analytics to enhance the client experience with the organization’s services and products. Identifies and communicates areas of improvement in client experience to enhance products and services.
- Collaborates with business leaders and cross-functional teams as a client and associate advocate to integrate feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
- May reach out to clients, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before rollout.
- Interprets internal or external business issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations.
- Demonstrate ADP solutions to clients as needed to increase product adoption
- Create internal and client-facing summaries to quantify gains from improvements identified
- Build a relationship of trust and credibility with clients
- Identify areas of opportunity for product, tools, and service enhancements to drive client satisfaction and value
- Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.
Practical examples include
- Engage with the service team and compile data on client go-lives around gaps, opportunities, and successes.
- Connect with the service consultants and compile a consolidated list of issues each quarter with a focus on continuous improvement.
- Collaborate with your implementation contact and develop a plan documenting and executing these opportunities.
- Collaborate with GPT (Lyric product partners) on enhancement and defects that have been submitted by the clients.
- Discuss each opportunity with a focus on being the advocate for the Lyric client base.
- Drive associate knowledge and client adoption of new product features and tools. Version and hot fix release knowledge
- Connect with the service team and provide technical support for clients that have gone Live in the quarter.
- Own projects and drive resolution of issues for new clients.
- Train and mentor service consultants; coordinate additional training as needed with leadership support
- Manage feature configuration for critical client projects
Critical Skills
- Client management experience required
- Knowledge of HCM products, services, and industry challenges
- Strong client service expertise. Applies critical thinking and problem-solving skills to research, troubleshoot, and correct client system/process issues
- Excellent oral and written communication skills
- Communication, presentation, and facilitation Skills – must be able to convey complex information and present solutions effectively
- Ability to collaborate across multiple business units
- Project management and problem resolution skills. Ability to handle multiple changing priorities while maintaining order and progress.
- Ability to work independently with limited supervision
- Detail and results-oriented
- Analytical skills
TO SUCCEED IN THIS ROLE: Required Qualifications
- Ability to travel 25%-30% to meet with clients nationwide
- 5+ years in a client service or relationship management position
- Demonstrated proficiency in managing larger more complex client account relationships with multiple products
- Ability to interface with multiple levels within a client’s organization (C level to Payroll Manager).
- Expert knowledge of ADP’s infrastructure and ADP’s traditional and new products/services in business processing and outsourcing required
Preferred skills
- Bachelor’s in business, Marketing or equivalent work experience
- Prior experience and expertise with ADP’s Pi (Time) module
- Expertise in Lyric HCM preferred
- Extensive experience building relationships and understanding a client’s needs is essential.
- Presentation skills which include superior verbal and written Communication
- Key areas of focus include the development of strong, productive relationships with executive level client contacts. Also, alignment with ADP senior management and collaborative efforts with ADP Sales, Service and Implementation teams and any other functional team as required are a big part of your role to increase client engagement and win new business within the portfolio.
- Excellent change- leadership skills; Excellent relationship-building and collaboration skills.
- Active listening skills and high impact oral and written communications skills to effectively receive, interpret and disseminate information in a manner that is clear and concise.
#LI-AJ1
#LI-Hybrid
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $74,100.00 – $150,300.00 / Year*
A little about ADP: We are 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 down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We’ve received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
Lee mas
Por qué ADP
Nuevos empleos:
Así es como luce ADP
¿No es esto de lo que se trata la vida? ¿Encontraste algo significativo que te encanta hacer en un lugar en el que disfrutas? ADP puede darle esa oportunidad.
Esto es lo que nuestra gente anda diciendo…
“It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.”
Nina
Client Support Consultant
Say hello and stay connected.
Another
brilliant day.
Compliments
of you.
Challenges & rewards
We’re reimagining what it means to work, and doing so in profound ways. At ADP, we are always creating with people in mind. Starting with our own.
#ReimagineWork
We welcome big-thinking people who can amplify wisdom, accelerate progress, and embrace change. People who expect more out life. Like a company you can be proud of, and a home life that is in balance with your needs.
We believe in who you are, what you know and where you hope to go with your career. Our strengths-based leadership approach will value what you do best and let you shine.
Sales, Client Service, Implementation, Technology and more. All as equally amazing.
From France to Fiji and all points in between. Great places to live and #ReimagineWork with ADP.
ADP is proud to be named to the FORTUNE Magazine “World’s Most Admired Companies®” list for 14 consecutive years. Every day we strive to create a better way to work for the 39 million people we impact around the world. All while fostering a one-of-a-kind culture for our 58,000 associates, so everyone can #WorkHappy.
Filtered by industry.
From FORTUNE ©2020 FORTUNE Media IP Limited. All rights reserved. Used under license. FORTUNE and FORTUNE World’s Most Admired Companies are registered trademarks of FORTUNE Media IP Limited and are used under license. FORTUNE and FORTUNE Media IP Limited are not affiliated with, and do not endorse the products or services of, ADP, LLC.
This is what ADP looks like.
Isn’t this what life is all about? Finding something meaningful that you love doing in a place you enjoy doing it? ADP can give you that opportunity.
Watch our associates talk about what it’s like to work at ADP.
