Department: Service Operations

Percentage of Travel Required: Up to 10%

FLSA Status: Exempt / Salary

Reports to: Regional Vice President of Client Success

Position Summary:

The Associate Vice President (AVP) of Client Success provides strategic leadership to regional success teams, driving operational excellence, client satisfaction, and organizational efficiency across a nationwide footprint. This role oversees managers and high impact service functions, manages relationships with key clients, and acts as a strategic partner in optimizing processes, strengthening compliance, and enhancing cross departmental collaboration.

Essential Duties and Responsibilities:

- Provide leadership and oversight for all team members within the assigned region, including performance management, KPI monitoring, coaching, and ongoing training and development.

- Collaborate with executive leadership to design, implement, and refine organizational processes, procedures, and strategic initiatives that enhance service operations.

- Manage and cultivate strong relationships with regional clients, acting as a trusted escalation contact and ensuring successful, long-term partnerships.

- Oversee client health and retention efforts, including monitoring weekly trends, consulting on products and services, and ensuring proactive client maintenance.

- Provide leadership to managers, ensuring consistent operational performance and alignment with organizational goals across the nationwide service structure.

- Develop and implement strategies and policies that support operational efficiency, scalability, and service excellence.

- Train, coach, and communicate effectively with departmental employees, ensuring clarity, alignment, and continuous development across the team.

- Collaborate cross functionally with departmental leaders, mentors, and new clients, contributing to the growth and development of managers and the overall service infrastructure.

- Lead renewal forecasting and pipeline management, ensuring accuracy and visibility into renewal timing, risk, and expansion opportunities.

- Ensure Client Success team proactively monitor usage, feature adoption, and engagement trends to identify growth and risk signals.

- Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement.

- Some domestic travel may be required to attend team onsite meetings, client visits, customer events, industry conferences, and training sessions.

Knowledge, Skills, and Abilities:

- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.

- Strong time-management skills, with the ability to prioritize effectively in a fast-paced environment.

- Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.

- Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.

- Sound decision making abilities, including evaluating complex information and determining appropriate actions.

- Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.

- Proven leadership skills, including the ability to train, mentor, and develop high-performing teams.

- High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture.

- Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.

Education & Experience:

- College Degree required or at least four (4) years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education required.

- At least two (2) years of management experience required.

- Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.

Required Licenses And/Or Certifications:

- Certified Payroll Professional (CPP) preferred.