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People Success Manager/Customer Support Manager (Responsable de la réussite des personnes)

General information

Location:

Canada - Canada - Remote, Toronto - Ontario - Canada, USA - USA - Remote

Function:

Customer Success

Ref #:

20210017015

Description & Requirements

Description

The People Success Manager supervises the daily activities of the team to ensure efficient and effective delivery of quality service to our customers. Qualified candidates are highly-motivated, with strong leadership skills, solution-driven, and possess a drive to deliver a high standard of service to our customers. A general knowledge of UKG Pro HCM products is a plus. You will be measured on customer retention and customer satisfaction.
• Lead, motivate and coach a customer success team to achieve department and company 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 “Our Purpose is People” 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

• Minimum of 3 years of experience building teams and support strategies.
• Ability to balance data, business needs, and culture
• Contact center/ customer support experience a big plus
• Drive a culture of continuous improvement while fostering an innovative work environment
• Experience in improving process for internal and external stakeholder
• Supported business needs for performance statistics and other capacity planning and production data requirements.
• Led forecast decision with leadership and prepared and analyzed reports
• Experience in handling difficult and/or escalated situations
• Assist team when additional escalation management is required
• Define trend setting performance metrics and drive team to meet those metrics
• Ability to interface effectively with Rapid Response, Core Support, 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
• Bachelor’s Degree in Business Administration, Accounting, or MIS, or equivalent
• bilingual English/ French Canadian highly preferred
• Working knowledge of UltiPro applications a plus
• Minimum of 5 years of Human Resources or Payroll experience preferred
• Experience supervising employees in a virtual environment

20210017015
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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. 


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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