Lead Escalation Manager

$88,700 - $127,500/Yr

Ultimate Kronos Group - Weston, FL

Full-time - Mid Level

Hybrid - Weston, FL

Publishing Industries

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. 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. Must be able to work onsite in a UKG office 3 days a week.

Responsibilities

• Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues.
• Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and engagement management of escalated 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.

Requirements

• Minimum of 5 years' professional experience with direct Customer Management or Account Support Management required.
• 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.
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
• Ability to navigate complex issues and create collaborative, cross-functional solutions.
• Strong communication, presentation, attention to detail and relationship management skills.

Nice-to-haves

• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.
• Well organized, flexible, and able to work multiple customer accounts in a fast paced, time sensitive environment.
• Working knowledge of Human Resources and Payroll systems is a plus.
• Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools.

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose)
• Support for student loan repayment
• Childcare assistance
• Pet insurance