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Lead Customer Success Escalation Manager

General information


USA - USA - Remote


Customer Success & Renewals

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Description & Requirements


As an Escalation Manager (EM) in the UKG Customer Success organization, working directly with a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our HCM/SaaS products and services.

Your role is not a technical one. The ability to interact effectively with technical resources from internal UKG teams and to breakdown complex technical problems into more easily understandable terms is critical. Your charter will be the management and ownership of all escalated issues for the Customer Success Experience team. As a trusted partner, you will enable the Customer Success Consultant (CSC) teams to be proactive and deliver on our promise of Partner for Life by quarterbacking resolution of escalations through cross functional relationships that accelerate resolution and mitigate future escalations.

You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure. As an EM, you will be expected to handle multiple escalations at any time – depending on the scope and intensity of each situation – as well as other special projects. Your primary role is to support the Customer Success Consultant Teams, and your role may require working directly with a customer or with technical resources from customer teams as needed.

A successful EM has strong project management, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required. A successful EM has the ability/flexibility to handle unusual or “out-of-the-box” scenarios that may not follow familiar patterns or structure.

• Primary point of contact for CSC/ERM Teams for escalations.
• Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and management of escalated issues for the Customer Success Experience Team.
• Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues.
• Set appropriate expectations for all internal stakeholders (and external as needed) regarding issue resolution and process of engagement.
• Establish an ongoing communications protocol and meeting cadence as needed to accelerate resolution
• Facilitate internal meetings; Conduct conference calls; Maintain detailed issues lists; Generate executive and/or general summaries and provide report updates for all escalated accounts.
• Provide consistent, detailed, and documented status updates including next steps to all parties involved.
• Investigate and document root cause; Recommend process improvement to mitigate future escalations
• Champion and represent issues to Product Development, etc. on behalf of the customer as well as UKG constituencies.


• Minimum of 8 years’ professional experience with direct Customer Management or Account Support Management required
• Ability to develop collaborative relationships with internal partners and customers at all levels and proven track record of working collaboratively to improve the customer experience
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
• Ability to navigate complex issues and create collaborative, cross-functional solutions
• Strong communication, presentation, attention to detail and relationship management skills
• 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
• Working knowledge of Human Resources and Payroll systems is a plus
• Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools

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

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 is the Law poster and its supplement. 

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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 or please call 1 (978) 250 9800.