Client Experience Manager-Salesforce

ADP is hiring a C lient Experience (C X ) Manager - Salesforce / Client Journey Modernization (CJM) . ¯ The successful CX Manager is a detective at heart, obsessed with identifying and understanding opportunities . The y leverage their understanding of the business units and opportunities from our clients to drive improvements in our internal sales, implementation, and service tools . They are able to understand the perspective of many while putting the puzzle pieces of a problem together. The successful C X Manager brings data -driven client perspective, gathered a cross business units and product lines , with direction from the Director CX. They partner with the Business Architect team to align opportunities to use cases within our client journey modernization (Salesforce) initiative, ensuring our internal tools empower our associates to meet clients' needs. They are comfortable challenging the status quo to improve our client experience. Day to day, t hey are ad ept at designing and leading strategic research projects , leveraging a variety of research and analysis methodologies for analysis, and synthesizing complex concepts for stakeholders. The CX Manager should work creatively to not only ident ify our biggest obstacles, pain points, and frictions, but also to help recommend and implement positive change . This role is uniquely positioned to leverage insights from our clients and associates to drive solution design of ADP's CRM, Salesforce/The Zone . Experience with Salesforce CRM and/or Experience Cloud is a benefit. KEY RESPONSIBILITIES: D esign and execute qualitative research deep dives into the functional client experience in order to identify deeper root cause, ultimately leading to the presentation and support of recommendations for service tools ( i.e. Salesforce) Partner with Salesforce Business Architects and Solution Architects to match client opportunities to CRM functionality Partner with data & predictive analytics teams, using research findings, to pinpoint specific improvement opportunities and use cases Support the monitoring of value and experience realization for rollouts C onduct primary research with clients and associates leveraging a variety of methodologies (including IDIs, TDIs, ethnography, surveys, etc.) to provide insights to the broader organization that will drive process and behavior changes Provide recommendations for service , digital, and operational experiences Build strong partnerships and influence across cross-functional teams , including product, development, user experience, and business unit groups Present insights and recommendations regularly to senior leadership Consult with departments across the enterprise to ensure the successful implementation, execution, and adoption of recommendations Perform other duties as needed QUALIFICATIONS REQUIRED: Minimum of 4-5 years of experience in a research, customer/client centric or customer/client advocacy roles. Strong qualitative and ethnographic research skills -- both in execution and design. Ability to both design strategic research projects and help execute recommendations . Creative problem solving Cross Functional Collaboration Strong quantitative and analytical skills. Strong facilitation skills. Broad business perspective and understanding. Excellent Communication Skills - verbal & written. PREFERRED QUALIFICATIONS: Bachelor's degree preferred. Background in psychology, anthropology, design research, ethnography research, or consulting experience a plus. Experience with Salesforce S e rvice Cloud and/or Experience Cloud; certifications a plus. 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 USD $74,100.00 - USD $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 to learn more about ADP's culture and our full set of values.

Created: 2025-12-08