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.
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The Customer Success Business Analyst role will support our Relationship Management team and the GTM Strategy & Planning team across UKG Globally. The responsibilities will revolve around analyzing data across our over 20,000 contracts and over $3.5B in recurring revenue per year, identifying trends, optimizing processes, and collaborating with Sales, Customer Success, Renewals, Finance, and our UKG Operations teams to maximize retention and revenue. The role will perform complex analyses of business goals, financial data, objectives, and needs of the general business environment. They will analyze key metrics, identify risks, and collaborate with stakeholders to ensure customer success and timely/accurate renewals.
Key Responsibilities:
• Work directly with Group Vice President (managing Renewals and Customer Success), VP of Customer Success, and Finance to analyze adoption trends and customer data to identify risks, opportunities, and areas for improvement
• Work with the GTM Advanced Analytics team and Finance to develop tools, dashboards, and workflows to improve efficiency and visibility
• Partner with members of the GTM function to provide program support for growth initiatives (i.e. Sales Plays, pipeline hygiene)
• Prepare and deliver reports on renewal performance, customer sentiment/retention, and revenue forecasts with deep collaboration across the Revenue Operations team in Finance.
• Track and report on key metrics such as renewal rates, sentiment, churn rates, and upsell opportunities for sales to engage
• Collaborate with cross-functional teams to streamline and enhance current Customer Success programs
• Assist in creating strategies for improving customer satisfactions and loyalty
• Communicate renewal insights and findings to key stakeholders and leadership
• Support procure to pay, budgeting, and resource planning
• Align and help manage territories for the CSM team during annual planning and ad-hoc onboarding territory planning
• Serve as the trusted advisor and go-to-resource for the Customer Success team for any questions relating to Salesforce, sales tools, and/or general ad-hoc requests
• Responsible for ensuring that Account data is accurate in Salesforce and other systems
• Direct liaison between CS and Salesforce Enablement team
• Create custom reports, dashboards, and fields to support CS
• Partner with Enablement team to build out and iterate upon Relationship Management New Hire Onboarding and Orientation
• Support Quarterly Business Review preparation and slideware
Basic Requirements:
• Bachelor's degree in business administration, Finance, Data Analytics, or a related field
• 3-5+ years of experience supporting a Customer Success team with business analysis and project management
• Experience in SaaS or technology industries
• Strong desire for business partnership and pursuing a goal of being a trusted business advisor to field leadership
• 3+ years' experience in Excel, Power BI, and Salesforce.com is required
• Proficient in Microsoft Office including PowerPoint and Word
• Knowledge of subscription management software (e.g., Gainsight)
Preferred Qualifications:
• Excellent analytical and problem-solving skills
• Excellent written and verbal communication, with active listening and summarization skills
• Ability to proactively influence, advise, and collaborate with teams
• Excellent judgment, interpersonal, communication skills, and follow-through
• Ability to work in a team environment and cross-functionally
• Highly self-motivated, analytical with demonstrated problem solving, and have sound business decision making skills in a fast-paced environment
• Ability to build credibility, trust, and rapport with stakeholders at all levels
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!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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 base salary range for this position is $99,800 to$143,450; however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for commissions and restricted stock unit awards as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers