Lead Escalation 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.

As an Escalation Manager (EM) in the UKG Customer Success organization, working directly with a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our HCM/SaaS products and services. The ability to interact effectively with technical resources from internal UKG teams and to breakdown complex technical problems into more easily understandable terms is critical. You will deliver on our promise of Partner for Life by quarterbacking resolution of escalations through cross functional relationships that accelerate resolution and mitigate future escalations.

Must be able to work onsite in a UKG office 3 days a week

Duties and Responsibilities

• Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues.

• Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and engagement management of escalated issues.

• Set appropriate expectations for all internal stakeholders (and external as needed) regarding issue resolution and process of engagement.

• Establish an ongoing communications protocol and meeting cadence as needed to accelerate resolution

• Facilitate internal meetings; Conduct conference calls; Maintain detailed issues lists; Generate executive and/or general summaries and provide report updates for all escalated accounts.

• Provide consistent, detailed, and documented status updates including next steps to all parties involved.

• Investigate and document root cause; Recommend process improvement to mitigate future escalations

• Champion and represent issues to Product Development, etc. on behalf of the customer as well as UKG constituencies

Basic Qualifications.

• Minimum of 5 years' professional experience with direct Customer Management or Account Support Management require.

• Ability to develop collaborative relationships with internal partners and customers at all levels and proven track record of working collaboratively to improve the customer experience

• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects

• Ability to navigate complex issues and create collaborative, cross-functional solutions

• Strong communication, presentation, attention to detail and relationship management skills

Preferred Qualifications.

• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.

• Well organized, flexible, and able to work multiple customer accounts in a fast paced, time sensitive environment

• Working knowledge of Human Resources and Payroll systems is a plus

Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools.

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 (https:~~~/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:~~~/ofccp/regs/compliance/posters/ofccpost.htm)      

View the Pay Transparency Nondiscrimination Provision (https:~~~/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)     

UKG participates in E-Verify. View the E-Verify posters here (https:~~~/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .  

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email ~~~ . 

The pay range for this position is $88,700 to $127,500, 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:~~~/careers (https:~~~/careers)   

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.