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Strategic Engagement Consultant

General Information

Ref #:

20220030562

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

California - California - Remote, Florida - Florida - Remote, Georgia - Georgia - Remote, Illinois - Illinois - Remote, Indiana - Indiana - Remote, Massachusetts - Massachusetts - Remote, Missouri - Missouri - Remote, New Jersey - New Jersey - Remote, Texas - Texas - Remote

Description & Qualifications

Description

The Strategic Engagement Consultant (SEC) is responsible for achieving high customer satisfaction and retention with new or at-risk accounts. The SEC provides tactical, responsive, and proactive product assistance in addition to conducting knowledge transfer and/or recommending additional training. The SEC partners with new or at-risk customers to review their system configurations, educate them on their setup and usage of Pro and Benefits Admin, and encourage and support system optimization. The SEC promotes product best practices and develops a successful business relationship with the customer.

Primary/Essential Duties and Key Responsibilities:
● Provide product functionality expertise and best practice recommendations to customers, as well as, to internal resources requiring this knowledge to increase adoption and utilization.
● Product solution review / health-checks with assigned customers to review processes that the customer has established to increase productivity, implement new modules, and most importantly increase customer satisfaction and best practices usage with the product.
● Review Customer Support portal, contacts, and case processes with customers as necessary.
● Organize, document, and manage multiple projects and time spent on an on-going basis.
● For longer engagements, create, communicate and maintain client action plan to address all customer issues and the plan to resolve. Share plan with internal stakeholders as appliable and meet regularly with the customer to provide updates.
● Communicate information timely and effectively (oral and written) to build rapport with both internal and external partners.
● Attend internal product training sessions as needed, to maintain product expertise as well as master new features and functionality.
● Complete initiatives by creating the process, completing the request and providing feedback on the overall success.
● Own and complete projects in a timely manner as needed to ensure that our external partners are able to continue with their usage of Pro and Benefits Admin in a way that best fits their needs.
● Consistently create and update existing documentation to align with current functionality so that internal and external partners have the ability to self-service.

Qualifications

● 5+ years of HRMS and/or Benefits - product experience and troubleshooting skills.
● Advanced product knowledge of UKG Pro Benefits Administration and working knowledge of UKG Pro Payroll
● Successful history of managing and leading client relationships, including executive-level.
● Multi-industry expertise and demonstrated understanding of the industry-specific best practices for each.
● Track record of mentoring others and customer service excellence.
● Proven project management experience as supported by past work record.
● Strong abilities for encouraging collaboration, promoting the flow of information among all participants and providing clear direction on how to meet goals.
● Manages multiple assignments in an effective manner.
● Foresees potential problems and takes corrective action to ensure achievement of goals.
● Ability to collaborate with internal and external partners, striving for continual improvement.
● Clear and concise in communicating information. Actively listens to what others are saying, seeking and sharing information.
● Ability to work independently and virtually while meeting deadlines and deliverables.
● Provides clear direction to the customer and determines if change in approach is needed to accomplish goals.
● High level of understanding of UKG Pro database structure and SQL script writing.
● Bachelor’s Degree or equivalent work experience is required.
● Industry Certification (CPP, FPC, PHR, SPHR) is preferred.

#LI-REMOTE

Company 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.

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