Account Manager - Tax Services

Overview

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.

We are seeking a dynamic, customer-focused individual to join our team as a Sr. Account Representative. In this role, you will support an assigned dedicated account base of customers within our Payment Services, Large Enterprise Customer team. You will be responsible for providing high-touch care, customer education, and support for assigned customers, including responding to client inquiries, handling and resolving assigned cases, and assisting with the processing of quarter-end tax filing.

As a point of contact with these customers, you will set up and lead calls to address concerns, answer questions, provide root cause analysis, along with recommending best practices and resources to improve tax profile and filing accuracy. This is an exciting opportunity to make a significant impact on the customer experience and help shape the future of our organization.

• Provide high-touch care, education, and assistance to customers ensuring their satisfaction and resolving any issues or concerns they may have
• Provide communication updates to customers, internal partners, and leadership via phone, case notes, and/or written emails
• Research and respond to client inquiries via Salesforce through resolution
• Ensure customer profile data is properly maintained, including educating clients on required jurisdictional data to avoid discrepancies that result in late payments and/or failure to file returns accurately
• Address customer escalations regarding tax issues and provide critical care support as necessary
• Works with the appropriate team members to address and facilitate timely resolution to tax inquiries, including amendments, original filing and tax notices
• Engage with customers and internal partners who require Payment Services escalated or proactive support, addressing their specific needs and challenges
• Provide support to address reconciliation discrepancies in preparation of quarter-end and year-end filings
• Conduct and/or participate in client conference calls to address service issues, research, and resolve tax issues
• Conduct training for new and existing clients on procedures, processes, and systems
• Assist in the training and mentoring of others within the team
• Builds and maintains strong peer relationships within the team and across the organization
• Assist with other projects as assigned

• 3+ years’ experience with either payroll, tax, tax compliance, and/or tax filing operations
• 3+ years of experience in a customer support role, with a focus on providing exceptional service and building strong customer relationships
• Proficient in working with multiple systems and/or case tools such as Salesforce, Zendesk, Jira, etc.
• Strong understanding of tax filing systems such as Master Tax
• Demonstrated experience performing payroll tax reconciliations and analysis

• Strong understanding of UKG Pro
• Advanced analytical and strong problem-solving skills, with the ability to quickly assess complex situations and propose effective solutions
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely
• Proven ability to work in a fast-paced environment, handling multiple tasks and priorities simultaneously
• Collaborative mindset with the ability to work effectively with cross-functional teams
• Passion for customer satisfaction and a genuine desire to exceed customer expectations
• Strong customer service skills (e.g., setting and meeting expectations, care & empathy, follow-up, etc.)
• Proven time management…