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Company

UKG · 8 hours ago

Sr Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$93K/yr - $113K/yr

3+ years exp

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Comp. & Benefits

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Responsibilities

Independently develop and execute account strategies in collaboration with the Customer Account Manager, focusing on customer retention and strategic growth opportunities.

Manage key stakeholder & influencer relationships for a portfolio of UKG customer accounts, focused on driving adoption of their solution.

Proactively engage with assigned customers, including reviews of new features and product releases, product training consumption, support case trends, and executing campaigns to help address churn risk.

Understand your customer’s business objectives and serve as an advocate to advance those goals by providing valuable insights into their usage of the UKG product suite and through interaction with the appropriate UKG teams.

Encourage customers to get the most out of their investment with UKG by participating in UKG in-person and virtual programs, such as UKG Aspire, Huddles, user groups, and other UKG events.

Monitor appropriate customer metrics and advocate with key UKG stakeholders to address customer needs.

Act as the customer’s voice within UKG, communicating feedback to internal teams to drive improvements.

Collaborate with internal teams (e.g., Escalation Management, support, product, engineering to implement get-well plans and proactively communicating status updates to customers.

Work closely with sales, marketing, product, and support teams to ensure a cohesive customer experience.

Maintain current information related to system administrator sentiment, support case trends, risk management plans, and any relevant details in the appropriate UKG systems for transparency to various UKG teams.

Educate customers on the UKG products and services available to them to maximize their return on investment.

Maintain in-depth knowledge of the product’s features, functionalities, and updates and serve as a liaison to answer or help navigate customer inquiries and provide explanations of product capabilities.

Provide guidance and best practices to maximize product adoption and value realization.

Identify trends related to customer usage of the UKG product suite and their expectations, advocating for customers by communicating with appropriate UKG teams based on those trends.

Leverage reports, dashboards, and data analysis techniques to monitor customer usage patterns, providing strategic insights and recommendations to optimize product utilization and achieve business outcomes.

Foster referenceable clients and identify customer expansion and optimization opportunities while working with UKG’s sales organization to develop appropriate sales leads.

Identify and recommend training sessions and workshops to educate customers on product features and functionalities.

Qualification

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Customer Success ManagementCRM SystemsRelationship ManagementSalesforceGainsightHCM KnowledgeWFM Industry ExperienceLabor Planning Knowledge

Required

3+ years working within an Enterprise Customer Success model (may vary by band/segment)

Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion.

Excellent communication skills, both written and verbal, with the ability to engage and influence stakeholders at all levels of an organization.

Strong problem-solving and analytical skills, with the ability to navigate through ambiguity and provide effective solutions

Ability to prioritize and manage multiple customer accounts simultaneously, while maintaining a high level of attention to detail

Experience working with CRM systems and customer success tools (e.g., Salesforce, Gainsight)

Apply professional judgment to conduct initial technical triage, escalating issues to the appropriate stakeholders when necessary and ensuring that complex problems are resolved efficiently.

Operate as a team player with a collaborative mindset and the ability to work effectively with cross-functional teams

Preferred

Excellent communication skills (English (others as needed by geography) - both written and verbal) and strong business acumen.

Ability to understand HCM and WFM product suite at a level where you can advise system administrators and department leaders in leveraging key features and functionality. Preferably supporting a healthcare and Public Sector verticals

Strong Relationship Building Skills; ability to build trusted relationships across UKG internal teams and multiple customer contacts.

Strong attention to detail; manage and facilitate conference calls, capture and follow up on action items, and set appropriate expectations in escalated situations.

Strong decision-making skills; ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated issues.

Strong discovery and listening skills; demonstrated ability to ask effective discovery questions, understand the customer’s business goals/priorities and anticipate the customer’s needs.

WFM Industry Experience strongly preferred.

This role will be focused on clients that leverage UKG Systems to effectively plan, schedule and manage their Workforce. An understanding of labor planning and scheduling practices within healthcare operations is a preferred experience and knowledge set.

Your customer base will be working to effectively schedule their staff in a variety of Healthcare and/or Public Sector settings.