Customer Success Consultant 🔥
Description & Qualifications
Description
Accountable for the success of your portfolio accounts as measured by customer health score,customer surveys, and gross revenue retention.
- Responsible for the execution of proactive engagements for assigned accounts.
- Execute key enablement milestones in the Transition to Support process via the UKG
Identify training challenges and engage appropriate product experts.
- Lead the introduction to UKG Community including support and knowledge assets/content.
- Diagnose system utilization trends and create enablement recommendations to drive adoption and
- Assess customer account activity (case volume, open service requests) and areas of concern; adapt
- Monitor Administrative team and key contact turnover within assigned accounts, ensuring prompt
- Collaborate closely across internal teams to resolve identified risks and escalated issues in a timely
- Identify themes and trends related to customer needs and expectations; Advocate for clients by
roadmap deliverables.
- Measure, report and analyze account health, proactive engagement progress, and account sentiment
adoption and retention
- Design, plan and lead customer account reviews (User/Admin Personas)
- Support the Executive Relationship Management Team (ERMs) in developing and executing action
- Responsible and accountable for the timely creation and maintenance of your account(s) health score,
- Identify and execute best-in-class customer success practices that will consistently deliver our
Qualifications
Qualifications:- Bachelor’s Degree or equivalent experience and 5 years related industry experience.
- Excellent communication skills (English - both written and verbal) and strong business acumen are
- Strong Relationship Building Skills; Ability to build trusted relationships across UKG internal teams and
- Strong attention to detail; Manage and facilitate conference calls, capture and follow up on action
- Strong decision-making skills; Ability to coordinate efforts across various functional teams and engage
- Strong discovery and listening skills; Demonstrated ability to ask effective discovery questions,
- Experience working with customer relationship management tools and case management solutions
- HCM Industry Experience strongly preferred
Company Overview
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?EEO Statement
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.