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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
Success/Hypercare Program; Provide guidance and oversee training plans to drive feature adoption.
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
enable expertise.
  • Assess customer account activity (case volume, open service requests) and areas of concern; adapt
proactive outreach strategy and method of engagement aligned to each customer’s unique needs.
  • Monitor Administrative team and key contact turnover within assigned accounts, ensuring prompt
engagement and appropriate onboarding is completed.
  • Collaborate closely across internal teams to resolve identified risks and escalated issues in a timely
manner and properly communicate/set expectations with customers.
  • Identify themes and trends related to customer needs and expectations; Advocate for clients by
communicating with Product Development to drive product innovation and to accelerate product
roadmap deliverables.
  • Measure, report and analyze account health, proactive engagement progress, and account sentiment
in order to optimize the customer journey continuously through innovative practices focused on driving
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
plans and business reviews (Executive Personas)
  • Responsible and accountable for the timely creation and maintenance of your account(s) health score,
notes, success plans, and calls to actions (CTAs) in Gainsight
  • Identify and execute best-in-class customer success practices that will consistently deliver our
differentiated Partners for Life customer service experience and scale across a growing team

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
required to deliver customer account reviews.
  • Strong Relationship Building Skills; Ability to build trusted relationships across UKG internal teams and
multiple customer contacts
  • Strong attention to detail; Manage and facilitate conference calls, capture and follow up on action
items, and set appropriate expectations in escalated situations.
  • 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.
  • Experience working with customer relationship management tools and case management solutions
(Gainsight/Salesforce)
  • 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.

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