Sr Customer Engagement Partner - Global Pay

ing 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

Key Responsibilities

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.

Competencies

Functional Knowledge:

• Manage customer expectations effectively, adapting quickly to new challenges and learning from past experiences.

• Navigate escalation and relationship management appropriately.

Business Expertise:

• Build relationships across the organization and counsel customers on business needs and initiatives.

• Partner with the appropriate stakeholder teams to achieve objectives,

Leadership:

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

Complexity:

• 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:

• 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.

Influence:

• 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.

Customer Impact:

• 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 culture.

Basic Qualifications

• 5 years relevant work experience (Account Management, Project Management, Client Relationship Services, etc)

Preferred Qualifications

• Must possess excellent problem solving skills

• Highly professional, with strong business acumen, positive attitude, and passion about client loyalty

• Strong ability to build relationships with both internal and external customers

• Detail oriented and comfortable working on multiple projects simultaneously

• Highly organized with exceptional follow through; former project management work a plus

• Domain knowledge a plus (ie. Payroll or HR software or services, One View, UltiPro, SaaS)

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 [email protected].

The pay range for this position is $80,800 to $116,150, 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://https://www.ukg.com/about-us/careers/benefits