Lead Customer Experience Technical Engagement Manager

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

As a Lead Global Customer Experience (CX) Center Technical Engagement Manager, you’ll be responsible for providing Root Cause Analysis and triaging critical customer situations. The Technical Engagement Manager will help Premium customers with their critical situations and important technical or functional impacts on their UKG end-to-end solutions.

This candidate will deliver end-to-end high standard services, guidance, and support for our premium and strategic customers. You will collaborate with key stakeholders across the business to deliver and support innovative and high-quality customer-specific proactive checks and provide support to the delivery of Premium Services and Support.

The core competencies will be to provide technical support, diagnosing and troubleshooting UKG solution and integration problems. You will create requirements, build, test, and create documentation that supports the rollout of proactive checks, tools, and methods in collaboration with other Customer Experience (CX) teams.

The Technical Engagement Manager will need to fully understand the customer’s solution and business and define adequate customer engagement to ensure customers meet their business requirements in all segmentations (Small, Mid-Market, and Enterprise business customers).

Key Responsibilities

• Manage and evaluate critical situations including review and sign-off of action plans for all critical customer situations.
• Handle vague customer situations.
• Elaborate and sign-off on de-escalation plans.
• Evaluate customer solutions and provide specific direction needed on high priority issues for resolution and future prevention.
• Assist with providing updates on customer status to senior management.
• Ensure management of strategic customer delivery on software-related services and ensure the quality of the customer engagements.
• Execute on the CX Strategy to drive growth, best practices, margin increases, and overall customer satisfaction.
• Develop and execute a comprehensive transformation roadmap that aligns with Global Services vision, mission, strategic objectives, and operational risks/issues.
• Perform other duties and responsibilities as assigned.
• Demonstrate a premium level of enthusiasm for technology-enabled business advancements, clearly articulating to the customer current technology trends including AI, Integration, and the newest UKG features.
• Establish and maintain standards, methodologies, tools, templates, and best practices for Premium delivery and Premium Customer Service.
• Develop mechanisms of factory deliveries and automation models to achieve quick time to value for UKG customers.
• Maintain a long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG Solutions.
• Understand the software life cycle and potential sales footprint opportunities to identify and leverage new business prospects, ensuring alignment with customer needs and driving growth through strategic sales initiatives.
• Possess an architect mindset to oversee various aspects of software implementation, including cloud platform, key interfaces, and scalability, ensuring robust and scalable solutions.

Basic Qualifications

• Bachelor’s Degree in Computer Science, STEAM-related field, or other relevant combination of training and experience.
• 8+ years in Solution and Software Support for Cloud solutions.
• SQL, Python, or C++ experience.
• 8+ years of experience in providing solutions and leading customers to execute on multiple, critical projects simultaneously.
• Ability to travel up to 40%.

Preferred Qualifications

• Proven records on Root Cause analysis, Diagnosis, and Solutioning.
• Proven records on latest technologies AI, Data, Integrations, and cross technologies.
• Excellent problem-solving, collaboration, and communication skills.
• Proven track record of delivering results in complex and dynamic environments, with a focus on customer-centricity, quality, and efficiency.
• Maintain a long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG solutions.
• Located near a UKG office (Weston, FL; Maitland, FL; Atlanta, GA; Lowell, MA; Indianapolis, IN; or Branchburg, NJ).

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

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

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 $99,800.00 to $143,450.00 USD, 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

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