Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
Want more jobs like this?
Get jobs delivered to your inbox every week.
Position Summary
As a Customer Success Manager (CSM), you will manage a portfolio of customer accounts and act as an ambassador of UKG's customer experience. You will develop a deep understanding of the product suite utilized by your customer base, staying current with feature releases and core value drivers within UKG's solutions. This role focuses on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, primarily power users and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals.
Key Responsibilities
- Handles a portfolio of accounts
- Proactively engages with customers, conducts reviews of new features, and addresses basic churn risks
- Advocates for customers by monitoring detailed metrics and working closely with internal teams to address needs.
- Communicates status updates and get-well plans.
- Maintains foundational knowledge of the product suite and offers best practices to maximize product adoption
- Identifies trends and communicates with UKG teams to advocate for customers
- Independently designs and implements customer success strategies, identifying areas of risk and opportunity
Expectations
Knowledge:
- Basic understanding of customer success principles
- Familiarity with HCM / WFM software solutions would be an advantage but not essential
- Proficient at Microsoft Office Suite
- Awareness of customer metrics and basic data analysis
Skills:
- Relationship management for a range of account sizes
- Identifying upselling and cross-selling opportunities
- Basic problem-solving and collaboration with internal teams
Abilities:
- Ability to build and maintain relationships with key stakeholders
- Ability to build strategic relationships with all levels in the organization
- Effective communication and advocacy for customer needs
- Ability to monitor and analyze customer usage data and provide basic gap analysis
Basic Qualifications
- Minimum of 2 years of experience in customer success, account management, or related roles
- Basic experience with CRM systems and customer success tools
Preferred Qualifications:
- Bachelor's degree in business, marketing, or related field
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
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