Manager Global Technical Account Management

$96,900 - $139,300/Yr

UKG - Lowell, MA

Full-time - Manager

Lowell, MA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Manager, Global Technical Account Management is responsible for overseeing a team of Global Technical Account Managers who provide exceptional support services to UKG Pro's large enterprise customer base. This role involves managing daily operations, ensuring high customer satisfaction, and driving enhancements within the support center. The manager will also participate in on-call rotations to assist with customer escalations and will work closely with other departments to ensure effective resource allocation and problem resolution.

Responsibilities

• Manage a team of Global Technical Account Managers providing front line Technical Product Support to UKG Pro customers.
• Ensure high customer satisfaction by instilling confidence in UKG's corporate service organization.
• Guide daily operations for the UKG Pro Support Team, including analyzing metrics and staffing shifts.
• Manage and facilitate satisfactory resolutions to customer service issues by identifying escalations and formulating action plans.
• Build and maintain trust with team members, helping them overcome obstacles and obtain necessary tools for success.
• Collaborate with other managers to ensure resources are allocated effectively to meet customer needs.
• Coach team members for peak performance and support their career growth.
• Implement creative solutions within technical support and collaborate with Product and Engineering departments.
• Monitor productivity of Product Support Representatives and manage ongoing projects.
• Participate in the interview and hiring process.

Requirements

• Excellent interpersonal, motivational, and managerial skills with experience managing a team of 5 to 10 employees.
• Ability to manage conflict situations constructively.
• Professional communication skills, both written and verbal.
• Exhibit leadership qualities and earn respect in an empowered position.
• Ability to multi-task, prioritize projects, and practice detail-oriented organizational skills.
• Willingness to participate in on-call rotation for management.

Nice-to-haves

• Experience preparing and writing proposals, policies, procedures, and schedules.
• Demonstrated track record in identifying and deploying leading-edge support solutions.
• Ability to work independently without direct supervision.
• Promote customer goodwill through positive attitude and performance.

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose)
• Employee resource groups
• Career growth opportunities