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Payment Services Escalation Manager

General information

Location:

Atlanta - Georgia - USA, Santa Ana - California - USA, USA - USA - Remote, Weston - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210019386

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 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 will be expected to handle multiple escalations 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.

Responsibilities:
• Proactive engagement with a changing portfolio 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 Development on behalf of a customer as well as internal UKG constituencies.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources

Qualifications

• Minimum of 5 years’ professional experience with direct 1:1 Customer Management or Account Support Management required
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels and proven track record of working collaboratively to improve the customer’s 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
• The ability to communicate well (written and/or verbally) in a second language is a plus
• Working knowledge of Human Resources and Payroll systems is a plus
• Knowledge of CRM tools, preferably Salesforce, MS-Office, and Reporting tools

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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. 


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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 UKGCareers@ukg.com or please call 1 (978) 250 9800.

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