Customer Success Change & Process Improvement Specialist

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

The Customer Success Change & Process Improvement Specialist (Account Manager) plays a key role in ensuring customer satisfaction, operational efficiency, and service excellence within UKG's Customer Success organization.

This role oversees key customer lifecycle processes-focusing on change management, service optimization, and continuous improvement initiatives that strengthen long-term customer relationships.

Operating with strong cross-functional collaboration and business insight, this specialist partners with teams such as Customer Success, Operations, Platform Support, Sales, Transformation, Product Support, and Legal to ensure seamless delivery and measurable improvement across the customer experience.

Key Responsibilities
Process & Service Improvement
• Identify recurring issues and opportunities for enhancement within service delivery processes and workflows.
• Partner with internal stakeholders to design and implement Service Improvement Plans (SIPs) that improve efficiency, quality, and customer satisfaction.
• Track progress and outcomes, ensuring sustainable improvements that drive operational excellence.

Customer Change Management & Optimisation
• Manage the process to intake customer change requests and partner with stakeholder delivery teams to ensure optimal execution for the customer
• Maintain comprehensive documentation and audit trails to ensure transparency and operational governance.
• Evaluate existing change management processes to identify inefficiencies, bottlenecks, or gaps in execution.
• Develop and implement process enhancements, tools, and templates that improve consistency and scalability across customer change activities.
• Partner with internal teams to establish best practices and standard operating procedures (SOPs) for effective change management.
• Monitor the effectiveness of implemented improvements through metrics, stakeholder feedback, and trend analysis to drive continuous refinement.

Business Review & Insights Support
• Collaborate with BI and Customer Success teams to prepare data and insights for Monthly and Quarterly Business Reviews (MBRs/QBRs).
• Ensure accuracy and consistency of performance reporting and presentation materials.

Qualifications
Required:
• 3-5 years of experience in customer/finance/business operations, change management, or service delivery roles.
• A passion for excellence in customer service delivery
• Exceptional problem-solving skills
• Proven ability to manage cross-functional workflows, stakeholders and multi-step operational processes.
• Excellent communication, collaboration, and organisational skills with a customer-first mindset.

Preferred:
• Payroll process knowledge
• Proficiency with CRM or case management systems (e.g., Salesforce, ServiceNow, Zendesk).
• Demonstrated success in documentation, stakeholder coordination, and process management

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

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

The pay range for this position is €19,800 to €26,750 gross annual. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits