Manager Global Technical Account Management - UKG (Ultimate Kronos Group)
Lowell, MA
About the Job
Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Pro large enterprise customer base. Oversee Global Technical Account Manager resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.
About the Role:
In this position, the Manager, Global Technical Account Management is primarily responsible for a team of Global Technical Account Managers, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits as well as previous experience managing teams of support representatives. Candidate must be willing to participate in on-call rotation for management on-call to assist in customer escalations that occur overnight and on weekends. The typical rotation is every 3-4 weeks.
Primary/Essential Duties and Key Responsibilities:
• Manage a team of highly engaged individuals tasked with providing front line Technical Product Support to our UKG Pro customers.
• Provide high level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction by instilling confidence in UKG’s corporate service organization.
• Guide daily operations for the UKG Pro Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Global Technical Account Managers require for successful job performance.
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs.
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences.
• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments.
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management.
• Participate in the interview and hiring process as well as an on-call rotation.
Basic Qualification:
• Excellent interpersonal, motivational, and managerial skills with a staff of at least 5 to 10 employees.
• Ability to manage conflict situations constructively.
• Professional communication skills, both written and verbal.
• Exhibit leadership qualities and earn the respect this empowered position requires.
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
•Must be able to be in office 3 days a week
Preferred Qualifications:
• Extremely productive and able to complete tasks in a consistent and timely manner.
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Work well in a team environment as an equal contributor.
• Demonstrated track record in identifying and deploying leading edge support solutions.
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
•Work independently without direct supervision and with minimal guidelines.
• Promote customer goodwill through positive attitude, performance, and appearance
• Excellent customer skills and dedication to customer service.
Where we’re going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
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.
View The EEO Know Your Rights poster (https:www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .
***In the below paragraphs, you need to ensure you’re entering the pay rates for all US jobs where indicated after you paste the language into UKG Pro Recruiting
The pay range for this position is $96,900 to $139,300, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Pro large enterprise customer base. Oversee Global Technical Account Manager resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.
About the Role:
In this position, the Manager, Global Technical Account Management is primarily responsible for a team of Global Technical Account Managers, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits as well as previous experience managing teams of support representatives. Candidate must be willing to participate in on-call rotation for management on-call to assist in customer escalations that occur overnight and on weekends. The typical rotation is every 3-4 weeks.
Primary/Essential Duties and Key Responsibilities:
• Manage a team of highly engaged individuals tasked with providing front line Technical Product Support to our UKG Pro customers.
• Provide high level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction by instilling confidence in UKG’s corporate service organization.
• Guide daily operations for the UKG Pro Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Global Technical Account Managers require for successful job performance.
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs.
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences.
• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments.
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management.
• Participate in the interview and hiring process as well as an on-call rotation.
Basic Qualification:
• Excellent interpersonal, motivational, and managerial skills with a staff of at least 5 to 10 employees.
• Ability to manage conflict situations constructively.
• Professional communication skills, both written and verbal.
• Exhibit leadership qualities and earn the respect this empowered position requires.
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
•Must be able to be in office 3 days a week
Preferred Qualifications:
• Extremely productive and able to complete tasks in a consistent and timely manner.
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Work well in a team environment as an equal contributor.
• Demonstrated track record in identifying and deploying leading edge support solutions.
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
•Work independently without direct supervision and with minimal guidelines.
• Promote customer goodwill through positive attitude, performance, and appearance
• Excellent customer skills and dedication to customer service.
Where we’re going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
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.
View The EEO Know Your Rights poster (https:www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .
***In the below paragraphs, you need to ensure you’re entering the pay rates for all US jobs where indicated after you paste the language into UKG Pro Recruiting
The pay range for this position is $96,900 to $139,300, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
Source : UKG (Ultimate Kronos Group)
