General Information
Ref #:
20230035284
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
USA - USA - Remote
Company Overview
Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG
Description & Qualifications
Description
UKG SuccessCare is our customer care program that focuses on building a strong foundation of knowledge and setting the customer up for success, early on in their journey.The SuccessCare Advisor plays a critical role in the onboarding of new customers. They deliver technical content in both 1:1 and group environments. With a focus on driving adoption and utilizing best practices, the Advisor helps build customer confidence and drives the adoption of UKG’s WFM solution (Dimensions) and its features.
As a customer-facing role, the Advisor is someone who excels and is excited by helping customers get the most out of their WFM solution. In addition to the customer-facing responsibilities, this Lead SuccessCare Advisor plays a much more strategic role on the team, taking ownership of the content selection and creation. They also contribute to important projects, collaborating with other parts of the Global Services Operation (GSO) Customer Experience (CX) Team.
Duties and Responsibilities:
• Proactively identifies new customer trends and provides actionable next steps to leadership to drive the evolution of the SuccessCare program for Pro WFM
• Owns the creation of customer facing content used across the SuccessCare organization, often coordinating the work of others
• Partners with other parts of the Customer Experience (CX) Team on cross-functional initiatives and projects
• Deliver live group presentations to customers on various WFM topics, working to improve customer’s understanding and confidence in using the Pro WFM product
• Utilize UKG Pro WFM product knowledge and technical capabilities to provide optimized approaches and best practices aligned to customer’s unique needs in a direct 1:1 setting
• Runs point on critical/sensitive situations, often working directly with executive level leadership
• Specializes in two or more key product features/modules and functions as a subject matter expert for other Advisors
• Onboarding new members of the Team in partnership with management
• Works independently, with minimal oversight and direction, often functions as an informal lead within the Team
Qualifications
Basic Qualifications:• Minimum of 5 years of experience in WFM (Dimensions) with a plus in having deep experience in key industry verticals such as Retail and Healthcare
• Expert level knowledge and understanding of UKG Pro WFM, including the following features of the solution: Tiles, Dataviews, Time off Requests, Employee Self-Service Functions and Scheduling / Shift Swapping
• Understanding key resources that are needed for successful adoption and management of Pro WFM (Learning, Trust Site, Release information, Support Best Practices)
• Strong understanding of how adjacent UKG products, specifically UKG Pro, interact with Pro WFM and impacts the needs of our customers
• Experience leading initiatives and developing a strategy for execution
Preferred Qualifications:
• WFM Generalist area = knows Timekeeping, Scheduling, and Integrations and has experience across verticals such as Public Sector, Services, Distributors, Transportation Orgs, and Manufacturers.
• Healthcare Sector = understand unique scheduling solutions like EZCall and Extensions and key integrations to online medical systems like EPIC
• Retail Sector = deep understanding of our Forecasting, Budgeting Dynamic Scheduling products to meet large customer needs
• Prior experience in a customer-facing roles
• Prior experience in leading content creation programs
#LI-REMOTE
Pay Transparency for Colorado, New York, Washington and California
The pay range for this position in Colorado, New York, Washington and California is $84,400 to $121,400, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.
Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.
San Francisco Bay Area Pay Law
There is a different range applicable to specific work locations, within the San Francisco Bay area, the base pay range for this role in those locations is USD $97,060 to $139,610 per year.
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 Know Your Rights 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.