Essential Duties:
- Accountable for the success of your portfolio accounts as measured by customer health score, customer surveys, and gross revenue retention.
- Responsible for the execution of proactive engagements for assigned accounts.
- Execute key enablement milestones in the Transition to Support process via the UKG Success/Hypercare Program; Provide guidance and oversee training plans to drive feature adoption. Identify training challenges and engage appropriate product experts.
- Lead the introduction to UKG Community including support and knowledge assets/content.
- Diagnose system utilization trends and create enablement recommendations to drive adoption and enable expertise.
- Assess customer account activity (case volume, open service requests) and areas of concern; adapt proactive outreach strategy and method of engagement aligned to each customer's unique needs.
- Monitor Administrative team and key contact turnover within assigned accounts, ensuring prompt engagement and appropriate onboarding is completed.
- Collaborate closely across internal teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.
- Identify themes and trends related to customer needs and expectations; Advocate for clients by communicating with Product Development to drive product innovation and to accelerate product roadmap deliverables.
- Measure, report and analyze account health, proactive engagement progress, and account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption and retention
- Design, plan and lead customer account reviews (User/Admin Personas)
- Support the Executive Relationship Management Team (ERMs) in developing and executing action plans and business reviews (Executive Personas)
- Responsible and accountable for the timely creation and maintenance of your account(s) health score, notes, success plans, and calls to actions (CTAs) in Gainsight
- Identify and execute best-in-class customer success practices that will consistently deliver our differentiated Partners for Life customer service experience and scale across a growing team
- Excellent communication skills (English - both written and verbal) and strong business acumen are required to deliver customer account reviews. (bilingual English/French is strongly preferred)
- 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.
- Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
- HCM Industry Experience is strongly preferred
EEO Statement
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
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Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.