Joseph Lambert
Hillsborough,NJ
Summary
Dynamic and results-driven Vice President of Client Success with extensive experience in the PEO industry, specializing in client retention, revenue management, benefits portfolio management, and strategic account leadership. Proven track record in driving business growth, optimizing client engagement strategies, guiding and maintaining compliance activities within HR, Payroll & RISK & Safety disciplines and leading high-performing service teams. Adept at building strategic partnerships, enhancing operational efficiencies, and delivering innovative solutions to ensure client success.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Vice President of Client Success
ExtensisHR
01.2018 - Current
- Increased controllable revenue retention to 90%, securing over $65M in annual revenue through strategic client engagement and proactive risk mitigation
- Expanded the PEO’s worksite employee population from 22K to over 36K (2021-2024), through various business and relationship building strategies within our broker channel community, driving substantial company growth
- Developed and launched the Key Account Management (KAM) team, responsible for 42% of the client base, focusing on high-revenue clients with 100+ worksite employees
- Achieved a 94% retention rate within Key Accounts, leading to a 13% increase in worksite employees and annual revenue
- Managed the benefits portfolio, executing cost-effective carrier negotiations to optimize plan offerings while controlling costs
- Implemented new regional and national benefit plans, aligning offerings with client needs to maximize employee satisfaction and employer value
- Led strategic allocation of annual medical benefit renewals, ensuring balanced cost distribution across all clients
- Built and strengthened partnerships with internal leadership and external vendors to enhance service capabilities and scalability
Director of Client Success
ExtensisHR
01.2018 - Current
- Led a high-performing Client Success team, achieving 85% client retention and 12% revenue growth through proactive engagement and process improvements
- Spearheaded initiatives to enhance client experience and retention, reducing churn by 8% while increasing satisfaction scores
- Managed relationships with key accounts, ensuring seamless PEO service delivery in payroll, benefits, HR compliance, and risk management
- Introduced data-driven decision-making practices, optimizing engagement strategies based on performance insights
- Drove renewal and expansion efforts, boosting annual recurring revenue (ARR) and upsell success rates
Senior Human Resource Manager
ExtensisHR
01.2018 - Current
- Provided full HR and compliance support for an assigned book of business, including employee handbooks, employee relations, performance management, talent acquisition, and training & development
- Educated clients on Fortune 500 benefit options, ensuring best-in-class benefit packages for their employees
- Developed and implemented strategies to effectively manage clients’ workforce, streamlining processes and increasing efficiency
- Conducted onsite and virtual training on various topics such as harassment prevention, benefits administration, succession planning, and employee relations
- Partnered with clients on employee relations matters, ensuring compliance, resolution, and risk mitigation
- Worked closely with internal teams in payroll, benefits, risk management, and HR to enhance client support
- Managed 85 client accounts, meeting and exceeding company performance metrics
Director of Meetings and Events / Payroll Manager
East West Connection
01.2016 - 12.2018
- Led the planning and execution of corporate meetings and special events, managing a $10M book of business and overseeing a 32-member Planning Team
- Directed end-to-end event logistics, including venue selection, contract negotiations, budgeting, and on-site execution to ensure seamless client experiences
- Collaborated with C-Level executives and stakeholders to design tailored event strategies that aligned with business goals and enhanced client engagement
- Developed and implemented cost-saving initiatives, optimizing vendor contracts and increasing operational efficiency while maintaining high-quality service delivery
- Managed multi-state payroll processing for approximately 75 worksite employees, ensuring compliance with federal and state labor regulations
- Oversaw quarterly bonus and commission payouts, ensuring accuracy and timely distribution to employees
- Negotiated and administered comprehensive benefits packages, including medical, dental, vision, 401(k), life insurance, STD, and LTD, enhancing employee satisfaction and retention
- Led the management of disability, leave of absence (LOA), and workers' compensation claims, ensuring compliance and streamlined processing
- Spearheaded the development of a wellness program, driving employee engagement and stabilizing benefit renewal rates over three years
- Increased service levels by 35%, resulting in a 96% customer satisfaction rating, reinforcing the organization’s reputation for excellence
District Manager
ADP TotalSource
01.2011 - 12.2016
- Partnered with C-Level Executives and business owners to deliver PEO solutions, streamlining HR, payroll, benefits, and compliance functions
- Developed and executed customized workforce management strategies, helping businesses optimize efficiency while reducing administrative burdens
- Successfully gained access to executive decision-makers through multi-touch campaigns and strategic prospecting, leading to increased revenue generation
- Represented ADP at industry events, client meetings, and business development forums, enhancing brand visibility and fostering long-term partnerships
- Collaborated with internal teams to drive client adoption and upsell opportunities, expanding service offerings and increasing annual revenue per client
Human Resource Business Partner
ADP TotalSource
01.2011 - 12.2016
- Managed a portfolio of 70 clients, overseeing HR strategy, employee relations, performance management, benefits administration, and compliance
- Provided strategic HR consulting to clients, ensuring compliance with employment laws, reducing risks, and optimizing workforce management
- Led the implementation of HR best practices, improving employee engagement, retention, and productivity across diverse industries
- Negotiated and managed employee benefits programs, ensuring competitive offerings while controlling costs for clients
- Conducted training sessions and workshops for clients on topics such as succession planning, leadership development, and performance management
- Achieved a 90% client retention rate while managing a $12M+ book of business, exceeding annual retention goals
Client Service / Tax Supervisor
Checkpoint HR
01.2009 - 12.2011
- Led a 35-member service team, overseeing tax operations, payroll processing, and compliance initiatives to ensure seamless client support
- Designed and implemented a full-service call center, achieving a 90% first-call resolution rate, enhancing overall client satisfaction
- Managed a dedicated service team handling 100+ high-profile clients, ensuring top-tier service delivery and issue resolution
- Boosted Net Promoter Scores (NPS) by 35%, maintaining an annual average of 65% through enhanced client engagement strategies
- Spearheaded the migration of tax operations from Ceridian to Empower Tax Platform, streamlining processes and impacting 14,000 employees
Education
Certificate - Persuasive Leadership Development
Wharton School, University of Pennsylvania
01.2024
Certificate - Mastering Negotiation and Influence
MIT Management Executive Education
01.2021
No Degree - Business Management
DeVry University
New Jersey 04.2021 - Current
Skills
- Client Success & Retention Strategy
- Revenue Growth & Business Development
- PEO Services: Payroll, Benefits, Compliance
- Strategic Carrier, Broker Relationship Management
- Benefits Portfolio Optimization
- Vendor Management & Negotiations
- Key Account Management & Expansion
- Cross-Functional Team Leadership
- Process Improvement & Operational Excellence
- Employee Relations & Risk Management
Technology And Tools
- HRIS & Payroll Systems (ADP RUN, ADP Workforce Now, Ultimate Software / Ulti-Pro Workday, Paychex, PRISM)
- Benefits Administration Platforms
- CRM & Client Engagement Tools (Salesforce, ClientSpace)
- Data Analytics & Performance Metrics (Microsoft 365 & Power BI)
Education And Professional Development
- Wharton School, University of Pennsylvania, 2024, Persuasive Leadership Development (Certificate)
- MIT Management Executive Education, 2021, Mastering Negotiation and Influence (Certificate)
Timeline
No Degree - Business Management
DeVry University
04.2021 - Current
Vice President of Client Success
ExtensisHR
01.2018 - Current
Director of Client Success
ExtensisHR
01.2018 - Current
Senior Human Resource Manager
ExtensisHR
01.2018 - Current
Director of Meetings and Events / Payroll Manager
East West Connection
01.2016 - 12.2018
District Manager
ADP TotalSource
01.2011 - 12.2016
Human Resource Business Partner
ADP TotalSource
01.2011 - 12.2016
Client Service / Tax Supervisor
Checkpoint HR
01.2009 - 12.2011
Certificate - Persuasive Leadership Development
Wharton School, University of Pennsylvania
Certificate - Mastering Negotiation and Influence
MIT Management Executive Education
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