Job TitleCustomer Success ManagerJob Description and QualificationsPosition Overview: As a Customer Success Manager at UKG, you will leverage your extensive experience to lead strategic customer engagements, ensuring that our clients achieve maximum value from our solutions. You will be responsible for managing complex customer relationships, driving product adoption, and serving as a trusted advisor to senior executives.
Key Responsibilities:
Strategic Account Management: Develop and execute strategic account plans to drive customer success and business outcomes for high-value and complex accounts.
Executive Relationship Building: Establish and maintain strong relationships with senior executives and key stakeholders within customer organizations.
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Customer Advocacy and Insights: Act as a trusted advisor, providing strategic insights and recommendations to help customers optimize their use of UKG solutions.
Cross-Functional Leadership: Collaborate with internal teams, including sales, product development, and support, to ensure a seamless customer experience and address any challenges.
Renewals and Growth: Lead efforts to secure contract renewals and identify opportunities for upselling and cross-selling additional UKG products and services.
Mentorship and Leadership: Mentor and guide junior customer success managers, sharing best practices and fostering a culture of continuous improvement.
Performance Metrics and Reporting: Analyze customer success metrics and provide regular reports to internal stakeholders, highlighting successes and areas for improvement.
Qualifications:
Experience: 15+ years of experience in customer success, project management, account management or a related field, with a proven track record of managing large, complex customer accounts in India.
Education: Bachelor's degree in Business, Communications, or a related field; a Master's degree is preferred.
Skills:
Exceptional interpersonal and communication skills, with the ability to influence and negotiate at all levels.
Strong strategic thinking and problem-solving abilities.
Proven leadership skills and experience mentoring teams.
Deep understanding of UKG workforce management solutions is highly desirable.
Technical Proficiency: Proficient in using CRM software and customer success tools.
Travel: Ability to travel as needed to meet with customers and attend industry events.