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Senior Director, Customer Success - HCM

General information

Location:

USA - USA - Remote

Function:

Customer Success & Renewals

Ref #:

20220022892

Description & Requirements

Description

UKG (Ultimate Kronos Group) is seeking a strategic, innovative and highly collaborative leader to join our Customer Success Experience Team. The Senior Director, Customer Success is responsible for providing leadership and management of strategic, proactive customer engagements that achieve sustainable adoption and utilization of UKG products and services to maximize value for our customers and deliver on UKG’s promise of Partner for Life. The ideal candidate is passionate about customer advocacy and has a proven track record in the technology/SaaS and customer success arena for executing on best-in-class-customer experience. This experienced leader will become an integral part of a high growth organization that is transforming the way our customers achieve success.

The candidate will be responsible for executing on a strategic vision designed to deliver a market-differentiating service experience, maximize customer outcomes, protect and retain portfolio revenue, and accelerate company growth. You will be responsible for leading seasoned teams who are focused on driving adoption and utilization of UKG products and services, helping customers achieve business value, ensuring overall account health, and mitigating risk.

This role requires close alignment and collaboration with cross-functional leaders to drive a company-wide culture of Partner for Life. This role requires building and executing effective proactive engagement strategies, programs, and systems that leverage both people and automation to support a wide variety of customer sizes and industry verticals. The Senior Director, Customer Success will be responsible for driving quarterly CX goals and targets, customer platform adoption, organizational enablement initiatives, and retention of our customer portfolio. This role will also focus on evolving our current processes to scale for rapid growth.

Responsibilities
• Execute the overall strategic plan and vision for the Customer Success Experience organization
• Provide leadership and guidance to Directors, Managers and Senior Managers within the Customer Success Experience Team
• Design and deliver innovative strategies to increase proactive customer engagements, both digital and personal
• Design and deliver experience-based adult learning and enablement programs to drive product adoption and expertise (customer and internal programs)
• Manage and oversee proactive programs that drive critical outcomes for the Customer Success Experience team and our customers, while bringing key stakeholders along the journey
• Define KPIs/success criteria, drive program strategy, measure results, and report outcomes to senior stakeholders
• Oversee critical business programs aligned to proactive customer programs/engagements, our HyperCare/UKG Success Program initiative, and organizational enablement initiatives for internal Customer Success Teams.
• Evolve current processes and programs to scale for rapid growth; Identify and implement recommendations for continuous improvement
• Collaborate closely with cross-functional teams including Sales, Executive Relationship Management, Renewals, Escalation Management, Product Development, Solution Engineering, and other Global Services Teams including Professional Services, Payment Services, Integration Services and Customer Support and other key stakeholders to achieve the desired business outcomes for our customers and for our internal teams
• Collaborate with the Executive Relationship Leadership Team to ensure alignment and delivery of a holistic, value-driven approach to customer success
• Promote and enrich our culture of innovation, growth, and “Our Purpose is People”.

Qualifications

• Minimum of 7-10 years of experience in a leadership role in customer success, client services or account management; Experience in software/SaaS, technology, or HCM industry strongly preferred
• Bachelor’s Degree; Business Administration or equivalent
• Demonstrated track record of excellent customer management/relationship skills as well as innovating, driving change and influencing decisions both internally and externally
• Extensive experience developing and strengthening relationships with customer and internal stakeholders across all functions and levels in the organization and proven ability to work cross functionally with tech and non-tech teams
• Experience in defining KPIs/success criteria and using data and metrics to determine opportunities for optimization/improvement
• Demonstrated history of designing and delivering successful proactive programs that result in measurable business value
• Proven expertise in the design and delivery of experience-based adult learning and enablement programs and comfortable creating and delivering presentations and engaging with senior leaders
• Innovative, strategic thinker able to make prudent decisions in a fast-paced environment with shifting priorities
• Ability to plan and execute multiple initiatives simultaneously with flexibility, agility and confidence
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) strongly preferred

#LI-REMOTE

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. 

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

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