Sr Global Technical Account Manager - 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.
About The Role:
The Sr. Global Technical Account Manager provides technical support and account management to UKG PLUS Central, Pro WFM and Pro customers and must have a high level of WFC and/or Pro WFM product knowledge. Responsibilities may include but are not limited to the following:
Duties and Responsibilities:
•Provide account management and technical support of UKG Central or Pro WFM products as well as UKG Pro to large enterprise-class customers
•Utilize UKG Central, Pro WFM or UKG Pro knowledge and technical capabilities to provide optimum solutions to customer issues
• Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
•Provide the highest levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
•Communicate effectively to both technical and non-technical individuals at various levels internally and externally
•Conduct weekly conference calls, provide weekly status reports and advocate for customer needs and requirements
•Interface successfully with other UKG cross-functional teams and third-party solution providers
•Participate in testing and validating system fixes, service releases, and enhancements
•Late Shift and On-Call availability if needed
About You:
Basic Qualifications:
• 1-2 years HCM experience
• 3-5 years customer service experience
• 3-4 years account management experience
Preferred Qualifications:
• 1-2 years of UKG Pro experience strongly preferred
• Strong leadership abilities
• Proactive focus
• Experience with HR/Payroll
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus
• FPC/CPP certification
• Spanish, French and/or Portuguese language skills
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 .
The pay range for this position is $68,100 to $97,900, 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.
About The Role:
The Sr. Global Technical Account Manager provides technical support and account management to UKG PLUS Central, Pro WFM and Pro customers and must have a high level of WFC and/or Pro WFM product knowledge. Responsibilities may include but are not limited to the following:
Duties and Responsibilities:
•Provide account management and technical support of UKG Central or Pro WFM products as well as UKG Pro to large enterprise-class customers
•Utilize UKG Central, Pro WFM or UKG Pro knowledge and technical capabilities to provide optimum solutions to customer issues
• Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
•Provide the highest levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
•Communicate effectively to both technical and non-technical individuals at various levels internally and externally
•Conduct weekly conference calls, provide weekly status reports and advocate for customer needs and requirements
•Interface successfully with other UKG cross-functional teams and third-party solution providers
•Participate in testing and validating system fixes, service releases, and enhancements
•Late Shift and On-Call availability if needed
About You:
Basic Qualifications:
• 1-2 years HCM experience
• 3-5 years customer service experience
• 3-4 years account management experience
Preferred Qualifications:
• 1-2 years of UKG Pro experience strongly preferred
• Strong leadership abilities
• Proactive focus
• Experience with HR/Payroll
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus
• FPC/CPP certification
• Spanish, French and/or Portuguese language skills
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 .
The pay range for this position is $68,100 to $97,900, 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)