Senior Customer Engagement Partner - Global Pay Solutions
UKG, Atlanta, Georgia, United States, 30383
Why Join UKG?
At UKG, your work truly matters. The contributions you make, from the code you develop to your customer interactions, have a significant impact. Millions of workers rely on our workforce operating platform every day to navigate their careers and ensure they get paid on time. Join us in this mission.
We are committed to continuous learning and challenging the status quo. We strive for excellence and celebrate our achievements together. Here, you’ll find real flexibility, reliable benefits, and a collaborative team atmosphere. Your contributions and well-being are a priority at UKG.
About the Role:
UKG is on the lookout for a dedicated Customer Engagement Partner for our Global Pay clients. In this role, you will be the primary advocate for our customers and Managed Services teams, ensuring top-tier service delivery. You will facilitate customer meetings and business reviews, serving as the key contact for all matters regarding service experience. Your focus will be on Global Pay Customers using our One View and One View Advanced products, with accountability for customer retention, product engagement, and satisfaction.
This is a hybrid role. Employees are expected to work onsite 3 days a week at a US-based UKG office.
Key Responsibilities
Customer Engagement:
Proactively build relationships with assigned customers, serving as a central resource for their inquiries and concerns, embodying a 'Partner for Life' culture. Collaboration and Partnership:
Forge strong partnerships with all Service and Support teams, including Customer Success Managers, Product Support Specialists, and Operations Managers. Regularly monitor account health and establish monthly touchpoints. Problem Solving and Risk Management:
Identify and address service-related risks by developing action plans, analyzing customer trends, and implementing continuous improvement strategies. Respond effectively to escalations, coordinating necessary resources and ensuring timely resolutions. Relationship Assessment and Improvement:
Conduct monthly assessments of both internal and external relationships, providing guidance to enhance the adoption of One View offerings. Data Capture and Analysis:
Document insights from every customer interaction to enhance service quality and inform product development trends. Competencies Functional Knowledge:
Effectively manage customer expectations, swiftly adapting to challenges and leveraging past experiences to improve processes. Business Expertise:
Develop relationships throughout the organization to address customer needs and collaborate with the right stakeholders. Leadership:
Work independently while supporting less experienced team members. Complexity:
Solve non-standard problems using established best practices, making informed decisions under pressure. Impact:
Enhance team effectiveness by proposing changes to improve customer experience and owning the health of accounts. Influence:
Cultivate collaborative cross-functional relationships and effectively communicate with senior leadership. Customer Impact:
Respond promptly to all customer inquiries, fostering strong relationships through understanding and a commitment to service excellence. Basic Qualifications 5 years of relevant experience in Account Management, Project Management, or Client Relationship Services. Preferred Qualifications Exceptional problem-solving skills and a professional demeanor. Strong business acumen and a genuine passion for customer loyalty. Proven ability to build relationships with internal and external stakeholders. Detail-oriented and adept at managing multiple projects simultaneously. Highly organized with outstanding follow-through; experience in project management is a plus. Familiarity with payroll or HR software, One View, or UltiPro is advantageous. Company Overview: UKG is proud to be the leading Workforce Operating Platform, leveraging unmatched workforce insights and advanced AI to empower organizations. Our expertise enables businesses to unlock their full potential by understanding and optimizing their workforce. Discover more about us at ukg.com. Equal Opportunity Employer: UKG is an equal opportunity employer that evaluates applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, or other protected categories. The pay range for this position is $80,800 to $116,150, with additional performance-based bonuses and stock options available. Learn more about our benefits and rewards on our website. For individuals needing assistance during the application process due to disabilities, please reach out regarding accommodations.
Proactively build relationships with assigned customers, serving as a central resource for their inquiries and concerns, embodying a 'Partner for Life' culture. Collaboration and Partnership:
Forge strong partnerships with all Service and Support teams, including Customer Success Managers, Product Support Specialists, and Operations Managers. Regularly monitor account health and establish monthly touchpoints. Problem Solving and Risk Management:
Identify and address service-related risks by developing action plans, analyzing customer trends, and implementing continuous improvement strategies. Respond effectively to escalations, coordinating necessary resources and ensuring timely resolutions. Relationship Assessment and Improvement:
Conduct monthly assessments of both internal and external relationships, providing guidance to enhance the adoption of One View offerings. Data Capture and Analysis:
Document insights from every customer interaction to enhance service quality and inform product development trends. Competencies Functional Knowledge:
Effectively manage customer expectations, swiftly adapting to challenges and leveraging past experiences to improve processes. Business Expertise:
Develop relationships throughout the organization to address customer needs and collaborate with the right stakeholders. Leadership:
Work independently while supporting less experienced team members. Complexity:
Solve non-standard problems using established best practices, making informed decisions under pressure. Impact:
Enhance team effectiveness by proposing changes to improve customer experience and owning the health of accounts. Influence:
Cultivate collaborative cross-functional relationships and effectively communicate with senior leadership. Customer Impact:
Respond promptly to all customer inquiries, fostering strong relationships through understanding and a commitment to service excellence. Basic Qualifications 5 years of relevant experience in Account Management, Project Management, or Client Relationship Services. Preferred Qualifications Exceptional problem-solving skills and a professional demeanor. Strong business acumen and a genuine passion for customer loyalty. Proven ability to build relationships with internal and external stakeholders. Detail-oriented and adept at managing multiple projects simultaneously. Highly organized with outstanding follow-through; experience in project management is a plus. Familiarity with payroll or HR software, One View, or UltiPro is advantageous. Company Overview: UKG is proud to be the leading Workforce Operating Platform, leveraging unmatched workforce insights and advanced AI to empower organizations. Our expertise enables businesses to unlock their full potential by understanding and optimizing their workforce. Discover more about us at ukg.com. Equal Opportunity Employer: UKG is an equal opportunity employer that evaluates applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, or other protected categories. The pay range for this position is $80,800 to $116,150, with additional performance-based bonuses and stock options available. Learn more about our benefits and rewards on our website. For individuals needing assistance during the application process due to disabilities, please reach out regarding accommodations.