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Escalation Manager

General information

Location:

Lowell - Massachusetts - USA

Function:

Customer/Technical Support

Ref #:

20210017897

Description & Requirements

Description

As an Escalation Manager (EM) in the UKG Global Support organization, working either directly with a customer or with one of a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our SaaS, Cloud and On-Premise Workforce Management products.

Your role is not a technical one. The ability to interact effectively with technical resources from both customer and internal UKG teams, and to breakdown complex technical problems into more easily understandable terms, is critical. Your charter will be to establish and maintain a list of escalated issues, and working with the technical resources involved, oversee the management of those issues to closure. At the successful conclusion of your engagement, the customer will be returned to their regular level of customer support. An EM, on average, will be expected to handle between one and six escalated engagements at any time – depending on the scope and intensity of each engagement – as well as other special projects.

A successful EM has strong customer management, diplomatic, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly is a definite requirement. While many assignments follow a predictable pattern, a successful EM has the ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure.

The role of a EM includes:
• Proactive engagement with a changing portfolio of large and complex SaaS, Cloud & On-Premise customers, often early in the deployment process, addressing the issues of concern, and assuming full ownership and management of client/corporate account teams for escalated issues.
• Arranging an introductory call to introduce the EM role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.
• Establishing an agreed upon list of issues to frame the engagement.
• Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and process of engagement.
• Planning & chairing internal & external customer issue meetings; Conducting conference calls; Maintaining detailed issues lists; Generating executive and/or general summaries as well as providing report updates for all managed accounts.
• Identifying resource needs across multiple technical teams and management of issue resolution and closure.
• Overseeing and directing all technical resources associated with escalated account issues.
• Providing consistent and recorded communication on status and next steps to all parties involved.
• Championing and representing issues to Engineering on behalf of a customer as well as internal UKG constituencies.

Qualifications

Required:
• At least five years’ professional experience with direct 1:1 Customer Management or Account Support Management required.
• Excellent communication skills (English - both written and verbal) are required to support the role of cross functional liaison with Kronos Cloud, Engineering, Field Service, Sales & customers.
• Strong attention to detail - managing & controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations.
• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.
• Must be well organized, flexible and able to work multiple customer accounts in a fast paced, time sensitive environment.
• The ability to communicate well (written and/or verbally) in a second language is a plus.

Domestic travel may be as much as 25%. When not on the road, this role will be based out of Lowell.

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


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Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.

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