Join the UKG Team as a Manager, Global Technical Account Management
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of managing high-performing teams and driving business growth? Look no further! UKG, a leading provider of HR technology solutions, is seeking a talented Manager, Global Technical Account Management to join our team.
About UKG
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. We're on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Our team of U Krewers are passionate about making a difference in the lives of our customers and their employees. We're committed to creating a diverse and inclusive work environment that values every voice and supports our employees in doing their best work.
Company Culture and Values
At UKG, we believe that our employees are our greatest asset. We're dedicated to providing a work environment that's engaging, challenging, and rewarding. Our culture is built on the following values:
- Innovation: We're always looking for new ways to improve our products and services.
- Customer Focus: We're committed to delivering exceptional customer experiences.
- Collaboration: We believe that together, we can achieve great things.
- Diversity and Inclusion: We value diversity and strive to create an inclusive work environment.
About the Role
As a Manager, Global Technical Account Management, you will be responsible for leading a team of Global Technical Account Managers who provide exceptional product support to our UKG Pro large enterprise customers. You'll oversee the daily operations of the support team, drive enhancements within the support center, and align resources, projects, and training to ensure customer satisfaction.
Key Responsibilities:
- Team Management: Manage a team of highly engaged individuals tasked with providing front-line Technical Product Support to our UKG Pro customers.
- Customer Satisfaction: Provide high-level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction.
- Daily Operations: Guide daily operations for the UKG Pro Support Team, including analyzing metrics, staffing shifts, meetings, training, etc.
- Issue Resolution: Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
- Coaching and Development: Coach for peak performance, hold the team to high standards, and have regular conversations to understand their interests, aspirations, and drive career growth.
- Collaboration: Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs.
- Innovation: Offer and implement creative solutions within technical support, and collaborate and partner effectively with other UKG departments, especially Product and Engineering departments.
Requirements
Essential Qualifications:
- Experience: Excellent interpersonal, motivational, and managerial skills with a staff of at least 5 to 10 employees.
- Communication: Professional communication skills, both written and verbal.
- Leadership: Exhibit leadership qualities and earn the respect this empowered position requires.
- Multitasking: Ability to multitask and prioritize projects, time manage, and practice detail-oriented organizational skills.
Preferred Qualifications:
- Productivity: Extremely productive and able to complete tasks in a consistent and timely manner.
- Writing: Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules.
- Teamwork: Work well in a team environment as an equal contributor.
- Innovation: Demonstrated track record in identifying and deploying leading-edge support solutions.
- Judgment: Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
What We Offer
At UKG, we're committed to providing a comprehensive benefits package that supports our employees' well-being and success. Here are just a few of the benefits we offer:
- Competitive Salary: The pay range for this position is $96,900 to $139,300, however, base pay offered may vary depending on skills, experience, job-related knowledge, and location.
- Short-term and Long-term Incentives: This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.
- Comprehensive Benefits: Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.
Why Join UKG?
At UKG, we're passionate about making a difference in the lives of our customers and their employees. Here are just a few reasons why you should consider joining our team:
- Innovative Culture: We're a company that's always looking for new ways to improve and innovate.
- Collaborative Environment: We believe that together, we can achieve great things.
- Diverse and Inclusive: We value diversity and strive to create an inclusive work environment.
- Opportunities for Growth: We're committed to providing opportunities for our employees to grow and develop their skills.
How to Apply
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
Equal Opportunity Employer
UKG 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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