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Lead Executive Relationship Manager

General information

Location:

USA - USA - Remote

Function:

Customer Success Customer Success & Renewals

Ref #:

20210021641

Description & Requirements

Description

We are seeking an experienced Executive Relationship Manager with a proven track record of being customer-focused, operationally excellent, and critical thinkers that love to leverage data and relationships to provide increasing value to our customer to achieve their business goals and objectives.

Responsibilities:
• Be the key advocate for your customer portfolio with a focus on increasing adoption, ensuring retention and satisfaction and reducing churn
• Establish and maintain mutually beneficial relationships with the customer executive sponsors as well as key roles in the organization to gain a 360-degree view of the customer’s use cases, satisfaction, and value perceived from UKG
• Gain and maintain knowledge of the customer's key business objectives and provide valuable insight into how to use the UKG suite of products and services to achieve those goals
• Develop and collaboratively monitor success plans that outline customer’s business goals and objectives
• Provide and collaborate with the customer on the attainment of objectives driving higher adoption and value of the tools
• Provide guidance and best practice identifying optimization opportunities specific to the customer's industry
• Monitor and track customer health through data-based health scores and the information that you can obtain through relationships with the customer. Leverage this information to openly discuss and mitigate risks, as well as capitalize on areas to increase advocacy
• Advocate for and represent the customer’s interests to all areas of UKG. Proactively identify and suggest resolutions for any customer issues as they arise
• Understand, discuss and measure return on investment based on products currently leveraged and act as the customer’s trusted advisor on how to continually improve upon that
• Prepare and conduct regular Executive Business Reviews with customers in your portfolio, including relevant content and participants to help advance the customer’s business goals and objectives
• Engage the appropriate resources around UKG to assist the customer with:
• Staying abreast of product enhancements and roadmaps, and continually integrating into appropriate customer success plans
• Driving product adoption and ensuring that customers in your portfolio leverage and adopt new features and functionality
• Assessing the customer’s placement on the workforce maturity curve, and advocate for plans to elevate the customer on the curve

Qualifications

• Ideally five years of Executive Relationship Management, Customer Success, Client Relationship Management or Account Management preferred
• At least three years of work experience with cloud computing, hosting, and/or SaaS environments required
• Proven expertise within Public Sector. Workforce Management experience is preferred
• Extensive professional experience in establishing and cultivating long-term customer relationships
• Excellent written, verbal and presentation communication skills. Ability to execute at a high level in a home-based work environment is preferred
• Proven track record of thought leadership and influence
• Highly motivated self-started who understands and values a team environment
• Experience working with senior and executive management as well as front-line leadership teams

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

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. 

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 or please call 1 (978) 250 9800.

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