Overview: As a Manager of a team of Customer Success Managers (CSM), you will ensure your team hits their goals and objectives. This team will focus on HCM clients in Healthcare and Public Sector as well as Workforce Management clients in Services and Distribution. You will develop a deep understanding of what is required from the constituents of customers in your space (see below for that detail). You will build strong relationships with your Sales, Services, Support and other counterparts and create a collaborative working partnership while managing your teams goals. The teams goals will focus on Optimizing the customer experience, lead generation, creating references, and collaborative advocacy. Your role will be to enrich, help guide, and mentor team members and customers toward those goals while working with enterprise sized customers

Responsibilities:
Team Management:
• Manage a team of 6-12 Customer Success Managers, ensuring that you bridge company objectives and team plans to executable actions for your team members.
• Instill confidence, direction, and a sense of pride within the team doing the important work to drive the business forward while supporting customer value outcomes.
• Follow company procedures while supporting your team member and continuing to motivate them toward the go forward plans a mission.
• Plan and manage leadership tasks including, team planning, team goals and objectives, outcomes expected of the team and learning internal systems and leveraging them as an example to your team.
• Be the support person your team members need when they have questions and need direction. Successful candidates have a track record of being creative, decision making, follow through and dedication to outcomes.
• Independently develop and execute relationships with leaders in cross functional teams so that our actions align to a UKG vision and direction.
• Act as a key stakeholder & influencer within your teams books of business as needed. Elevate to higher level leaders when needed, but error on the side of action over inaction.
• Understand your customer's industry objective and serve as a guide to your team on actions they can/should take to advance the value from the solutions clients use.
Customer and team results:
• Monitor appropriate customer metrics and manage team actions to ensure they are hitting these goals. (Retention, Satisfaction, Adoption, Value Attainment)
• Act as the customer's voice through your teams feedback, communicating to internal teams to drive improvements in products and processes where applicable.
• Collaborate with internal teams (e.g., Escalation Management, support, product, engineering to mentor your team on implementing get-well plans and proactively communicating status updates to customers.
• Work closely with sales, marketing, product, and support teams to ensure our teams deliver a cohesive customer experience.
• Ensure your team is educating customers on the UKG products and services available to them to maximize their return on investment.
• Maintain in-depth knowledge of the product's features, functionalities, and updates and serve as a mentor for your team members. I am a big fan of showing your teams that we know the items they do.
• Provide guidance and best practices on hour our teams can learn more about how our solutions can maximize value realization.
• Identify trends related to our engagement with clients and internal teams and be vocal on ways we can improve this.
• Leverage reports, dashboards, and data analysis techniques to your teams key metrics and actions that lead to achieving our business outcomes.

Basic Qualifications:
• 5+ years managing teams of people supporting clients in a Customer Success or Results oriented team structure.
• Demonstrated success in managing multiple internal teams and stakeholders while ensuring those relationships our successful and mutually beneficial. .
• Excellent communication skills, both written and verbal, with the ability to engage and influence stakeholders at all levels of an organization.
• Strong problem-solving and analytical skills, with the ability to navigate through ambiguity and provide effective solutions
• Ability to prioritize and manage multiple activities simultaneously, while maintaining a high level of attention to detail
• Experience working with CRM systems and customer success tools (e.g., Salesforce, Gainsight)
• Apply professional judgment to conduct initial technical triage and guidance to team members that may need it. This is critical in how we identify where to take action within our teams activities for the greater benefit of the customer base.
• Operate as a team player with a collaborative mindset and the ability to work effectively with cross-functional teams

Preferred Qualifications:
• Excellent communication skills (English (others as needed by geography) - both written and verbal) and strong business acumen.
• Ability to understand HCM and WFM product suite at a level where you can advise your team members on how to leverage key features and functionality.
• Independent worker that can achieve results and focus on critical items, while still managing team members and needs of the business
• Strong Relationship Building Skills; ability to build trusted relationships across UKG internal teams and multiple customer contacts.
• Strong attention to detail; manage and facilitate team calls identifying areas of growth, and support and providing it proactively to your team members.
• Strong decision-making skills; ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated issues.
• Strong discovery and listening skills; demonstrated ability to ask effective discovery questions, understand the customer's business goals/priorities and anticipate the customer's needs.
• HCM or WFM Industry Experience strongly preferred.

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

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

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

Disability Accommodation

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 to $143,450, 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