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Manager, Product Support

General information

Location:

Weston - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210022091

Description & Requirements

Description

The People Success Manager will be responsible for managing and developing a team within the Customer Success organization to ensure efficient and effective delivery of quality service to our customers. Qualified candidates are highly-motivated, with strong leadership skills, and are solution-driven with a strong background in working with customers and in developing people. A general knowledge of UKG Pro HCM and the HCM Industry is a plus. You will be measured on customer retention and customer satisfaction.

Primary/Essential Duties and Key Responsibilities:
• Lead, motivate and coach a customer success team to achieve department goals
● Develop and run strategic projects that have a widespread impact on the organization
● Understand the business from a functional and industry perspective
● Prioritize work for team to ensure customer expectations are exceeded
● Assist team when additional escalation management is required including joining customer phone calls
● Define trend setting performance metrics and drive the organization to meet those metrics
● Drive a culture of continuous improvement while fostering an innovative work environment
● Coach, promote collaboration and teamwork, resolve conflict and foster our “People First” culture
● Perform well in a fast-paced environment
● Provide support and act as an escalation point to customers with service challenges
● Manage relationships with key partners from both Services and Product Development and Relationship Management teams

Qualifications

Required Qualifications: Skills and Abilities
● Minimum of 5 years of experience in a Customer Support environment required
● Experience in handling difficult and/or escalated customer situations
● Ability to interface effectively with Rapid Response, BI Consulting, Activation, Sales, Marketing and Development departments
● Demonstrate leadership, decision-making and team building skills
● Demonstrate strong oral, written and verbal communication skills
● Communicate effectively via phone, email and in a group presentation setting
● Demonstrate strong presentation skills
● Demonstrate problem-solving and negotiation/influence skills
● Excellent positive customer service skills
● Outstanding organizational, problem solving, and communication skills
● Ability to defuse customer escalations

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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