Lead Escalation Manager

UKG•Atlanta, GA

14h•Hybrid

About The Position

As an Escalation Manager (EM) in the UKG Customer Success organization, working directly with a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our HCM/SaaS products and services. Your role is not a technical one. The ability to interact effectively with technical resources from internal UKG teams and to breakdown complex technical problems into more easily understandable terms is critical. You will deliver on our promise of Partner for Life by quarterbacking resolution of escalations through cross functional relationships that accelerate resolution and mitigate future escalations. You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure. As an EM, you will be expected to handle multiple escalations at any time – depending on the scope and intensity of each situation – as well as other special projects. A successful EM has strong project management, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required. A successful EM has the ability/flexibility to handle unusual or “out-of-the-box” scenarios that may not follow familiar patterns or structure. This is a hybrid role that requires the employee to work onsite 3 days/week at UKG's Weston, FL / Lowell, MA / Scottsdale, AZ or Atlanta, GA office

Requirements

5+ years’ of professional experience with direct B2B Customer Management and/or Account Support Management in a SaaS environment
Ability to develop collaborative relationships with internal partners and customers at all levels, and proven track record of working collaboratively to improve the customer experience
Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools

Nice To Haves

Ability to work pacific time zone hours
Working knowledge of Human Resources and/or Payroll systems
Proficient in the use of AI tools and technology
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, executives, etc
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

Responsibilities

Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and management of escalated issues for the Customer Success Experience Team
Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues
Set appropriate expectations for all internal stakeholders (and external as needed) regarding issue resolution and process of engagement
Establish an ongoing communications protocol and meeting cadence as needed to accelerate resolution
Facilitate internal meetings; Conduct conference calls; Maintain detailed issues lists; Generate executive and/or general summaries and provide report updates for all escalated accounts
Provide consistent, detailed, and documented status updates including next steps to all parties involved
Investigate and document root cause; Recommend process improvement to mitigate future escalations
Champion and represent issues to Product Development, etc. on behalf of the customer as well as UKG constituencies