Escalation Manager

General Information

Ref #:

20230032923

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Bracknell - Bracknell Forest - United Kingdom, London - United Kingdom - United Kingdom

Description & Qualifications

Description

We are constantly working on improving our support & integration for our customers to maintain a high level of service experience. In order to provide the utmost quality responses, we are looking for an Escalation Manager to join our Global Support team in the United Kingdom to help us meet our expanding client expectations on software integration and implementation and to maintain the availability of the service in accordance with the contractual SLAs.

As an Escalation Manager, 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, but the ability to interact effectively with technical resources from both customer and internal UKG teams, and to break down complex technical problems into more easily understandable terms, is critical.

Your main responsibilities include:
• Establish and maintain a list of escalated issues
• Assess each assignment on its own merits and vary the approach and method of engagement with each customer
• Work with the technical resources involved and oversee the management of those issues to closure.
• Handle multiple escalated engagements at any time, depending on the scope and intensity of each engagement. As well as escalated engagements, and lead other special projects.
• Handle other special projects.

Qualifications

• Proven professional experience with direct 1:1 Customer Management or Account Support Management required.
• Excellent communication skills are required to support the role of cross-functional liaison with UKG Cloud, Engineering, Global Delivery Service, Sales & customers.
• Strong attention to detail - managing & and 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.
• Well organized, flexible and able to work with multiple customer accounts in a fast-paced, time-sensitive environment.
• The ability to work on distributed remote agile teams with a high degree of self-motivation and ability to work independently
• A second language is a plus (French / German / Dutch...)

#LI-LR1

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

Apply