Sr Customer Engagement Partner - Global Pay
About The Position
UKG is searching for a Customer Engagement Partner (CEP) for our Global Pay customers who will be responsible for a group of dedicated customers. You will be the advocate for our customers and Managed Services teams in UKG, ensuring the service delivery is handled accordingly. You will conduct customer meetings and business reviews where you provide a single point of contact regarding the customer’s overall service experience. You will also be responsible for Global Pay Customers for our One View and One View Advanced product offerings. You will be measured on customer retention, product engagement and satisfaction. This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US based UKG office
Requirements
- 5 years relevant work experience (Account Management, Project Management, Client Relationship Services, etc)
- Must possess excellent problem solving skills
- Highly professional, with strong business acumen, positive attitude, and passion about client loyalty
- Strong ability to build relationships with both internal and external customers
- Detail oriented and comfortable working on multiple projects simultaneously
- Highly organized with exceptional follow through; former project management work a plus
Nice To Haves
- Domain knowledge a plus (ie. Payroll or HR software or services, One View, UltiPro, SaaS)
Responsibilities
- Proactively engage with all assigned customers and establish relationships with all key customer contacts.
- Serve as the central point of contact for customer questions and escalations, driving a Partner for Life culture.
- Establish partnerships with all Service and Support members, including CSMs, Product Support Specialists, and Operations and Partner Managers.
- Monitor overall account health and risk, establishing monthly touch bases.
- Identify key indicators of service-related risk and prepare action plans to resolve issues, identify customer trends, and facilitate continual improvement plans.
- Respond to customer and internal service escalations by facilitating and gathering the appropriate resources and tracking each issue to resolution.
- Assess progress of relationships (Internal/External) on a monthly basis with all partners in the service relationship.
- Provide coaching and education to improve adoption of the One View offerings in your customer interactions.
- Capture data with every customer interaction to assist in improving customer service quality, organizational processes, and product trends for development.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
