Sr. Customer Concierge

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.

Job Description:
We are seeking a dedicated and detail-oriented Senior Services Concierge to join our growing team. As a Services Concierge consultant, you will have a deep understanding of both the sales pursuit and implementation processes and play a pivotal role in ensuring new customers are prepared for project kick off, providing guidance on pre-kickoff activities, orientation to key implementation resources, and acting as a point of contact if customers have questions before the project starts. You will serve as a dedicated UKG representative, setting our customers up for a successful implementation through webinars, readiness assessments, and proactive risk mitigation in tight partnership with the sales, presales, and services teams.
Responsibilities:
• Conduct readiness assessments with customers to determine level of care and assistance needed during pre-kickoff phases.
• Host pre-kickoff virtual events to welcome new customers and orient them to what will happen next.
• Act as subject matter expert on services methodology, timelines, and customer expectations to guide customers and set appropriate expectations ahead of PM assignment.
• Coordinate with internal teams to ensure customer questions are answered in a timely manner and to share learnings from pre-kickoff engagements with Services Concierge team.
• Direct customer to content and enablement resources to use for training/education and to help accelerate product adoption.
• Proactively conduct short learning bursts that cover the early needs of the customer including: onboarding expectations, high-level overview of the product/ demonstration of products purchased, and ancillary items like the invoicing/billing process.
• Guide customers on pre-project prep activities such as gathering import templates for common integrations, setting up their project team and internal meeting cadence, and sharing best practices for a successful implementation.
• Work across Sales, RNT, and Services to ensure customer expectations are set and met, mitigating potential implementation risks and triaging escalation points around scoping, product fit, project timeline, billing, and contract concerns.

Qualifications:

• Bachelor's degree in business administration, Marketing, Sales, or related experience
• 2-4+ years of experience in a customer facing role working with technical products, ideally in presales or consulting / implementation
• B2B SaaS experience with a technical product and CRM tools (i.e. Salesforce)
• Proven project management skills and experience working with multiple customers concurrently
• Excellent oral and written communication skills
• Experience speaking to customers representing different personas across both function and seniority
• Passion for delivering exceptional customer service
• UKG experience a plus
-Willingness to work Pacific and/or Mountain time zone hours

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!