Sr Customer Engagement Partner - Global

Overview

Why UKG. At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries.

That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

About The Role:

UKG is searching for a Customer Engagement Partner (CEP) for our Global Pay customers who will be responsible for a group of dedicated customers. You will be the advocate for our customers and Managed Services teams in UKG, ensuring the service delivery is handled accordingly. You will conduct customer meetings and business reviews where you provide a single point of contact regarding the customer’s overall service experience.

You will also be responsible for Global Pay Customers for our One View and One View Advanced product offerings. You will be measured on customer retention, product engagement and satisfaction.

This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US based UKG office.

• Customer Engagement:
  Proactively engage with all assigned customers and establish relationships with all key customer contacts.
• Serve as the central point of contact for customer questions and escalations, driving a Partner for Life culture.

• Collaboration And Partnership:
  Establish partnerships with all Service and Support members, including CSMs, Product Support Specialists, and Operations and Partner Managers.
• Monitor overall account health and risk, establishing monthly touch bases.

• Problem Solving And
  
  Risk Management:
  
  Identify key indicators of service-related risk and prepare action plans to resolve issues, identify customer trends, and facilitate continual improvement plans.
• Respond to customer and internal service escalations by facilitating and gathering the appropriate resources and tracking each issue to resolution.

• Relationship Assessment And Improvement:
  Assess progress of relationships (Internal/External) on a monthly basis with all partners in the service relationship.
• Provide coaching and education to improve adoption of the One View offerings in your customer interactions.

• Data Capture And Analysis:
  Capture data with every customer interaction to assist in improving customer service quality, organizational processes, and product trends for development.

• Manage customer expectations effectively, adapting quickly to new challenges and learning from past experiences.
• Navigate escalation and relationship management appropriately.

• Build relationships across the organization and counsel customers on business needs and initiatives.
• Partner with the appropriate stakeholder teams to achieve objectives.

• Work autonomously within established procedures and practices, providing informal support to team members with less experience.

• Provide solutions to atypical problems based on existing precedents or proven practices, analysing concerns and finding appropriate solutions.
• Make complex decisions in a timely manner with incomplete information and tight deadlines.

• Impact the effectiveness of the team, recommending changes to improve customer experience and taking ownership of account health.
• Interpret, execute, and recommend modifications to existing procedures and practices, assisting in establishing department policies.

• Build and maintain collaborative, cross-functional relationships, presenting to senior leaders and influencing internal key decision-makers.
• Negotiate effectively in tough situations with internal and external groups.

• Provide prompt and efficient responses to internal and external customers, establishing and maintaining effective relationships.
• Demonstrate understanding and empathy, proactively driving a Partner for Life…