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.
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About the Role
The Lead Account Representative acts as an escalation point for the payroll team and the primary Managed Services contact for the customer, ensuring payroll accuracy and timeliness, overseeing escalations, projects and case management.
A Lead Account Representative is typically assigned the most complex customers (greatest number of employees, most complex requirements, highest revenue, or most demanding customer expectations).
This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US based UKG office
Duties and Responsibilities:
- Accountable for proactive engagement with all assigned customers, including, but not limited to, monitoring of payroll inbox, timely responses and follow-up as needed.
- Building strong partnerships with all key customer contacts, while providing exceptional customer service.
- Accountable for customer escalations by gathering the appropriate cross functional resources and tracking each issue to timely resolution (Garnishments, Benefits, etc)
- Leads customer conference calls to address service issues, projects, open tasks and payroll inquiries.
- Builds and maintains strong peer relationships within the team, other Managed Services functional areas, and across the organization.
- Payroll Processing Subject Matter Expert (SME) supporting escalated questions the Payroll team has about payroll and provide best practice guidance for products, processes and services.
- Confirms and validates all MS payroll processing and adheres to SSAE16 requirements and is accountable for compliance of each task performed.
- Leads Year End/Quarter End conversations and processes with customers.
- Also acts as a primary leadership contact for customer emails NOT related to payroll processing.
- Applies best practices and alternatives to improve processes and services.
- Manages Customers with high complexity, difficulty, and/or higher revenue.
- Supports Payroll Lead 1 by teaching, mentoring, and troubleshooting
- Supports the team by driving areas for process improvement, team engagement, and account management.
Basic Qualifications:
- At least 4 years of processing payroll using UKG Ready
- Domain knowledge (UKG Ready, SaaS, Payroll/HR software providers)
- Ability to travel up to 25%
Preferred Qualifications:
- Prior experience working independently, with guidance in only the most complex situations
- Proven ability to build relationships and work collaboratively with both internal and external customers
- Proven effectiveness in dealing with difficult client situations
- Highly organized with exceptional follow through; former project management work a plus
- Strong customer service experience, positive attitude, and passion about client satisfaction
- Highly professional business acumen that can maintain a leadership presence
- Excellent oral and written communication skills
- Highly organized with strict adherence to deadlines
- Proficient multitasker, works well under pressure
- Ability to deal effectively with a diverse set of individuals at all organizational levels in difficult and/or sensitive situations
- Quickly and easily adapts to change and shifting priorities with enthusiasm.
- Detail oriented with the ability to analyze and resolve problems.
- Must be consultative in nature when communicating with customers
- Understands the internal/external business challenges and regulatory factors that impact own job discipline
- UKG Ready payroll processing subject matter expert
- Strong ability to build relationships and work collaboratively with both internal and external customers
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 $50,400 to $72,400, 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