What are the responsibilities and job description for the Lead Escalation Management position at UKG (Ultimate Kronos Group)?
Company Overview
Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?
Description & Qualifications
Description
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.- 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
Qualifications
Basic Qualifications.- Minimum of 5 years’ professional experience with direct Customer Management or Account Support Management require.
- Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools
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
- Strong communication, presentation, attention to detail and relationship management skills
- 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
**Our business area is expanding. We have multiple opportunities and will consider all levels of experience**
Pay Transparency for Colorado, New York, Washington and California
The pay range for this position in Colorado, New York, Washington and California is $84,400 to $121,400, 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://www.ukg.com/careers.
San Francisco Bay Area Pay Law
There is a different range applicable to specific work locations, within the San Francisco Bay area, the base pay range for this role in those locations is USD $97,060 to $139,610 per year.
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.
Salary : $84,400 - $121,400
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