Lead Technical Account Manager

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.

About the role:

Join us as a Lead Technical Account Manager (TAM) and you'll be at the forefront of our service offering to our customers across diverse sizes and industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector. The Lead Technical Account Manager's primary role is to delivery high quality, world class technical support on UKG Suite of products to a variety of end users.

As a member of the Technical Account Management team, you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related but not limited to the application, as well as the infrastructure that delivers it. Your keen interest in information technology and software applications, alongside your superior communication skills will provide you with the creative problem-solving skills you'll need to excel in this role. As a result, deliver rapid problem resolution to maximize system availability and efficient business operations. You will serve as our customer's internal UKG advocate, representing our customer's interests so that their unique needs are met and identify new business opportunities and/or projects to increase revenue.

Reporting to the Sr. Manager of Technical Support Engineering and working within a team of passionate Lead Technical Account Managers you will have the opportunity to grow your career within Technical Support. This role is based in Australia and can offer a flexible working from home and office arrangement. This position is a 24/7 role and will require the TAM to participate in after hours on call schedule to be shared amongst the local Australian PLUS support team.

• Providing ongoing account management and technical support to large enterprise class customers as their dedicated but not exclusive Lead Technical Account Manager.
• Facilitate the delivery and management of ongoing support services on UKG's suite of products.
• Analyze, research, and troubleshoot to solve complex customer issues.
• Jointly determine the specific activities necessary for each of your assigned accounts to successfully use UKG applications.
• Effectively communicate any product issues to the Customer, your Global Support peers and UKG Engineering enabling timely solution delivery to the customer while maintaining customer satisfaction.
• Answer customer questions on the use of UKG applications where applicable to their business issues and objectives.
• Introduce customers to new tools that may be relevant to their business needs where applicable.
• Provide ongoing support updates to customers on the effective use of UKG applications through new products, services, and training information.
• Effectively negotiate product issues between customers, service, support, engineering as well as third party solution providers.
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
• Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
• Attending relevant product and skill courses.
• Establish customer satisfaction through meeting or exceeding customer SLA expectations.
• Understand customer use cases and advocate for their needs to influence feature requests and bug fixes.
• Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements.

• Bachelor's degree in a Computer Science or equivalent Technical/Application support experience.
• Minimum of 7+ years practical experience supporting or implementing UKG Pro WFM and data collection devices, with a strong focus on customer service and support within the enterprise space.
• Expert level of competency within the following technologies: Web technologies, Relational database management systems, Java, Microsoft Operating systems, Networking technologies, CRM solutions such as Salesforce, Operational statistical analytical ability using applications eg Splunk, Datadog, Excel, PowerBI etc.
• The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision, and translate business issues into appropriate outcomes.
• Excellent oral, written and presentation skills.
• Must be well organized, flexible, and able to manage many details in a sometimes-stressful environment simultaneously.
• Extensive expertise in understanding metrics to measure the effectiveness of technical support within the organisation.
• Experience in both small and large companies in a B2B environment is highly desirable.
• Track record of accomplishment and effectiveness within organisations with good focus and attention to detail
• Experience in working in 24x7 support operations and with teams across multiple locations is essential.
• You will understand our UKG Global Job Architecture career matrix profile for Global Support Technical Support Engineering. This role is expected to be fulfilled in a ADVISING/LEADING capacity.
• Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence an advantage.